Monitor customer wait time through live conversation counter

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	May 30, 2025

Business value

Customer service representatives need to track the elapsed time since they last helped the customer to meet business service-level agreements (SLAs). Timely responses boost customer satisfaction. When customer satisfaction is high, businesses maintain or grow revenue through brand loyalty.

Feature details

Here are the key details of the feature.

Customer service representatives:

• The SLAs that service representatives see come from response time standards that the business agrees on to address customer inquiries.
• Service representatives can see the SLA counter on the multisesion bar for live chat workstreams and channels.
• Service representatives can see a counter for each session or conversation.
• Each SLA counter increments based on the time that passes since the representative last responded, as long as the customer's message is the most recent message.
• If the representative responds, the counter resets itself and restarts only when the customer responds to the respective message.

Administrators:

• Administrators set the SLAs through the Urgent and Warning states.
• The Warning state shows that the SLA is getting close, and the Urgent state shows that the SLA passed.
• Configure these states in the Customer Service admin center by going to Workstream > Specific workstream > Show advanced settings > Live conversation counter for customer wait time.

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

Configure live conversation counter to view customer wait time (docs)