Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Supervisors and contact center operators can identify routing issues and understand the causes of declining performance metrics. For example, they can investigate high queue backlogs or why service representatives aren't assigned work even when they have the required presence.
With debug experience, organizations can access diagnostic telemetry for the full lifecycle of a conversation via Application Insights to effectively troubleshoot runtime issues. This end-to-end data empowers teams to identify problems quickly, apply mitigations, and maintain seamless contact center operations.
Important
This feature is intended to help customer service managers or supervisors enhance their team’s performance and improve customer satisfaction. This feature is not intended for use in making—and should not be used to make—decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with representatives may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their representatives that their communications with end users may be monitored, recorded, or stored.
Prerequisites
Diagnose dashboard is configured.
You have the Omnichannel supervisor or CSR Manager role to access the diagnostics dashboard in Omnichannel real-time dashboard and CSR Manager role to access Real-time analytics dashboard. Learn how to configure user roles to access analytics and dashboards.
Omnichannel real-time dashboard or Real-time analytics dashboard for record routing is enabled.
Application Insights is configured.
Note
It takes approximately 24 hours to sync the data completely.
Things to keep in mind
Diagnostics insights is supported for out-of-the-box assignment methods only and considers presence, capacity, and skills check to diagnose the assignment issues.
The data in the Application Insights out-of-the-box dashboards tab might have a delay of up to 15 minutes.
Diagnostics to view data related to transfer and consult conversations aren’t supported.
Key debug capabilities
The debug experience offers the following diagnostic capabilities:
Conversation trend analysis: Visualize trends over the last 24 hours or a custom time range, filtered by channel and queue.
Assignment performance: Analyze time to assign and assignment events to identify bottlenecks.
Non-assignment reasons: View top non-assignment reasons and drill into specific cases.
Conversation timeline: Inspect the full lifecycle of a conversation, including assignment events.
Service representative details: Get a detailed service representative view that includes configured parameters like skills, capacity, presence, and all conversations handled by the service representative.
Raw event access: Access conversation telemetry from Application Insights for an in‑depth analysis of specific work items.
Assignment events: Analyze the work item and service representative view for an assignment event. Event‑level details that explain why a representative was or wasn’t identified during an assignment run.
Access the Diagnose dashboard
Supervisors can access the Diagnose dashboard in Omnichannel real-time analytics dashboard.
In the site map of Copilot Service workspace, select Omnichannel Realtime analytics or Real-time analytics for record routing.
On the command bar, select Diagnose. A new session tab displays the Debug page with conversation lifecycle and other Application Insights data.
Use the Debug tab to view assignment data
Perform the following steps to debug issues:
Use the top-level filters to select a period for analysis, the channel type, organization ID, and queue name.
View the conversations in different states over time. You can use this view to look at trends of open conversations and select a specific period for further analysis from top-level filters.
Total processed conversations: The number of conversations processed by the contact center during the selected period.
Assignment time (P95): The time taken for first successful assignment of a conversation to a service representative.
Select View by time to assign to understand the distribution of conversations by time for first successful assignment to representative.
Select View by assignment events to understand distribution of conversations by total assignment events. An assignment event is defined as an event when the assignment engine tries to assign a conversation to a service representative.
View Conversations with non-assignment reasons to understand why a conversation wasn’t assigned during the assignment flow.
Note
During a conversation assignment, a service representative might reject a conversation. If the assignment engine can’t find any eligible service representative in a subsequent attempt, the system counts the case in both No eligible CSRs found and CSR reject.
Use the All Conversations table to get details on the conversation state, time to assign the conversation, number of assignment events, when the conversation was initiated and the queue and workstream the conversation was routed to, for different conversations during a defined time period. You can also use the filters for Assignment events, Conversation state, and Time to assign to select precise conversations for analysis.
Select an individual conversation to view Conversation details. Use this page to view details like the conversation ID, assignment duration, channel name, required capacity, presence, and skills for the selected conversation. You can also view the conversation timeline to understand all the events that occurred for a conversation in a chronological order.
For a detailed analysis of individual events, select the View all events link in the Information section.
The View all events link provides details on each conversation stage with the full details of the stage.
Select Custom Dimensions to get details on the individual conversation event. This view is helpful when you want to view the output and other details for a conversation event. For example, for Route To Queue event, you can view the applied rulesets, evaluated conditions, and the final queue selected for the conversation.
For analysis of assignment related issues, you can go to All conversations list and select an individual assignment event to get details on the assignment event. You can also sort the list based on Assignment events to view the conversations that involved the assignment engine multiple times. You can also sort the list by Time to assign to identify conversations that take the longest time to be assigned to a service representative.
The Assignment events page for a conversation has details on conversation with information specific to the assignment, assignment method used, and ruleset information for the assignment step. The Timeline section has details on different assignment events, the run result, representative name, and other details like presence, available capacity, and capacity profiles the representatives had during the assignment event sorted in a chronological order for easier readability.
Select a representative name to go to the CSR details view. The CSR details view shows information like service representative name, ID, capacity units, capacity profiles assigned to service representative, skills assigned to service representative, and queues that service representative is part of. The Timeline section shows events from +/- 2 hours from the assignment event and has details on the individual conversations that service representative interacted with, the action and result and the change in capacity, presence, and capacity profile for the service representative due to the action.
If the assignment engine is unable to find any eligible service representative, the CSR column shows No eligible CSR found. Select No eligible CSR found that takes you to Assignment event details.
The Assignment event details view is helpful if you want to validate why a representative wasn’t eligible during a particular assignment run. There is information around the conversation to help provide the requirements for a conversation in terms of presence, skills, and capacity. The Timeline section has a search bar for service representatives. You can search for the representative to view the presence, skills, capacity, and capacity profile during the assignment event. You can then compare it with the required capacity, required capacity profile, required skills, and allowed presence from the Information section to understand why the representative wasn't selected during the assignment run.