Dynamics 365 Contact Center – Monitor work item, representative lifecycle in Application Insights

We are announcing the ability to monitor the lifecycle of a work item through Application Insights in Dynamics 365 Contact Center. This feature will reach general availability on October 31, 2025.

How does this affect me?
This feature enables you to access diagnostic telemetry for the full lifecycle of a conversation through Application Insights, allowing you to troubleshoot runtime issues more effectively with end-to-end data.

Telemetry spans voice, messaging, and record routing channels. The key conversation stages covered are initialization, self-service, routing, representative engagement, and conversation end.

What action do I need to take?
This message is for awareness, and no action is required.

If you would like more information on this feature, please visit the Monitor work item, representative lifecycle in Application Insights article.