Note
Access to this page requires authorization. You can try signing in or changing directories.
Access to this page requires authorization. You can try changing directories.
Important
The diagnostics feature is deprecated. Learn more in Deprecations in Customer Service.
Supervisors can access the routing diagnostics for records and conversations that are handled through unified routing.
Prerequisites
To access the diagnostics for records, such as cases, you must have the CSR Manager role. To access the diagnostics for conversations, you must have the Omnichannel supervisor role.
Access diagnostics for work items handled through unified routing
As a supervisor, you can access and view diagnostic reports of work items that have been routed through unified routing.
To view the diagnostics reports in Copilot Service workspace
For a record such as case, in Copilot Service workspace, go to the case details page.
On the page that appears, select Related, and then select Routing diagnostics. The diagnostics information for the case is displayed on the Routing diagnostics tab.
To view the diagnostics reports in Omnichannel for Customer Service app
For conversations, in the Omnichannel for Customer Service app, select the plus (+) icon, and then select Routing diagnostics.
On the Routing diagnostics page, select the item for which you want to view the report.