Routing diagnostics for supervisors
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Oct 4, 2021 |
Business value
Logic in routing and assignment can be complex, and organizations want insight into what has occurred at each of the decision points. Especially when certain work items take longer to be assigned or are incorrectly assigned, it's critical to understand the rules that were evaluated to ensure that the system is running as expected.
Feature details
Routing diagnostics helps an organization to better understand the path a work item takes after it comes into the routing system, through all the classification and assignment rules, to ultimately land in a queue or be assigned to an agent. Current routing diagnostics are available for administrators and are more focused on the workstream and queue routing. In this release, routing diagnostics are being introduced to supervisor experiences, and the quality of the diagnostics is being improved.