Dynamics 365 Contact Center – Debug routing issues with Application Insights dashboard

We are announcing the ability to debug routing issues with the Application Insights dashboard in Dynamics 365 Contact Center. This feature will reach general availability on January 31, 2026. How does this affect me? This feature provides efficient troubleshooting of routing delays and assignment issues via the Application Insights Debug dashboard. Key capabilities of the feature include: Conversation trend analysis: Visualize trends over the last 24 hours or a custom time range, with filters by channel and queue. Assignment Performance: Assess time-to-assign and analyze assignment events to identify bottlenecks. Non-assignment reasons: View top reasons for non-assignment and drill into specific cases. Conversation timeline: Inspect the complete lifecycle of a conversation, including assignment events. Representative details: Access representative presence, capacity, and skills at the time of assignment for better routing insights. Assignment events: View the skills, presence, and capacity required by the work item, and analyze each assignment attempt to a specific representative with their actual presence, skills, and capacity. Identify if the attempt was accepted, rejected, or not responded to, and understand why a particular representative wasn’t assigned the work item. Self-serve troubleshooting: Resolve issues without leaving the Copilot Service workspace app. What action do I need to take? This message is for awareness, and no action is required. Message ID: MC1210743

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