Unified Routing – Diagnostics in Azure

Power Platform - General

The diagnostics option in Unified Routing has been deprecated and replaced by diagnostics in Azure Application Insights.
The transition involves moving from "routing diagnostics" to "conversation diagnostics," providing details about the entire conversation lifecycle.
The new style conversation diagnostics currently contain less information on routing events and present a technical challenge when querying data in Application Insights.
Users must be working in a Managed environment for the new conversation diagnostics feature as it transitions into general availability.
The setup process for using application insights for conversation diagnostics involves enabling it in the Power Platform admin center under the "data export" tab.
To review diagnostics, users can open portal.azure.com and navigate to Application Insights to create a query on the traces table.
The trace table contains rows for various conversation scenarios, including conversation initiation, virtual agent interaction, routing, human agent interaction, and conversation completion.
The trace table metadata includes LiveWorkItem ID, Channel Type, Scenario Status, Timestamp, Duration, Participant Type, and Active Directory User ID for each scenario.

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