Access diagnostics for unified routing
Supervisors can access the routing diagnostics for records and conversations that are handled through unified routing.
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 Customer Service workspace
For a record such as case, in Customer 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.