Source note · Contact center KPI definitions and calculation
Dynamics 365 Avg. wait time differs from Avg. speed to answer because it includes the wait time from every session within a conversation.
Checked 2026-09-24
- Vendor
- Microsoft
- Product
- Dynamics 365 Customer Service
- Subsystem
- Omnichannel historical analytics
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Conversation dashboard in Omnichannel historical analytics — Microsoft · tier 2 current vendor documentation · Conversation summary table > Avg. wait time (sec)
Cite this note
APA
WarmTransfer. (2026, September 24). Contact center KPI definitions and calculation: source note contact-center-kpis-ms-avg-wait-vs-asa. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-kpis-ms-avg-wait-vs-asa
BibTeX
@misc{warmtransfer-claim-contact-center-kpis-ms-avg-wait-vs-asa,
title = {Contact center KPI definitions and calculation: source note contact-center-kpis-ms-avg-wait-vs-asa},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-kpis-ms-avg-wait-vs-asa},
note = {Source note contact-center-kpis-ms-avg-wait-vs-asa, checked 2026-09-24}
}