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.
This message is for awareness, and no action is required.