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Understand unified routing diagnostics data

When the system routes a work item, its corresponding data starts appearing in Azure Application Insights within 15 minutes. The conversation diagnostics data is presented in the form of scenarios and subscenarios as discussed in the following sections.

Prerequisite

Conversation diagnostics is configured.

Diagnostics scenarios

The conversation diagnostics scenario captures data related to unified routing, AI agent, customer service representative (service representative or representative), and supervisor actions. The following tables contain data about the subscenarios corresponding to the scenario. Other telemetry events might appear in the logs but the ones listed here only are relevant.

Non-channel-specific events

Assignment and routing

Subscenarios Description
ManualAssignment Representative or supervisor manually assigned the conversation.
RouteToQueue Queue assignment by unified routing.
Classification Work item classification by unified routing.
CSRPickedConversation Representative picked the work item.
CopilotAgentAssignedToConversation A Copilot agent is assigned to the conversation.
CSRAssignment Assignment attempted by unified routing when new work item is added to the queue. It can also include assignment to a representative when they become available.
Intake Logs the entry of a work item into the unified routing pipeline, including intake rule evaluation results.
RecordBuffered Work item is placed into a buffer before the routing pipeline begins processing it.
RoutingContextEnrichment Extra context data is enriched on the conversation before routing rules are evaluated.
RecordIdentification Logs the matching of a record (such as a case or contact) to the incoming conversation.
ChannelProfileIdentification Logs the resolution of the channel profile associated with the incoming conversation.
RuleGenerated Assignment or prioritization rule is generated for the conversation by the rule generation engine.
AverageWaitTimeEstimate Logs the estimated wait time calculated for the conversation and whether it was communicated to the customer.
QueueConsult Representative initiated a consultation with another queue.
CancelQueueConsult Representative cancelled an in-progress queue consultation.

Conversation end

Subscenario Description
ConversationClosed Conversation closed by system.
Call Ended Tracks who ended call and if there were any system issues associated with the call.
CSRClosedSession Representative closed the session with the customer.
CSREndedConversation Representative ended the conversation.
BotChatEnd Messaging conversation ended by Copilot agent.
CustomerDisconnected Customer disconnected from the call or conversation.
CustomerEndedConversation Customer ended the conversation.
SupervisorForceClosedConversation Supervisor forcefully closed the conversation.
AgentChatEnd Messaging conversation ended by the representative.
CustomerChatEnd Messaging conversation ended by the customer.
SystemChatEnd Messaging conversation ended by the system.

Transfer and consult

Subscenario Description
TransferAssignment Supervisor or representative transferred the conversation.
TransferToQueue Conversation transferred to a different queue by the representative.
SupervisorInitiatedTransfer Supervisor transferred the conversation to another representative.
ConsultToCSRClosed Representative closed the consultation request for the conversation.
ConsultToCSRInitiated Representative requested consultation with another representative for a conversation.
CSRInitiatedTransfer Representative transferred the conversation to another representative.
CSRLeftPublicConsult Representative left the public consultation for the conversation.
CSRInitiatedTransfer Representative transferred the conversation to another representative.
Transfer Monitors for voice-channel-specific errors that might have affected a transfer.
Consult Tracks if voice consult is successful and if it isn't, logs an error.
CONSULT_BYCHAT_REQUESTAGENT Representative initiates a consult over chat channel.
TRANSFER_CSR_REQUEST2COMPLETED Representative requests a transfer to another representative.
TRANSFER_QUEUE_REQUEST2COMPLETED Representative requests a transfer of conversation to another queue.
CONSULT_BYVOICE_REQUESTAGENT Representative initiates consult over voice channel.
TransferToUserGroupInitiated Representative initiated a transfer to a user group.
TransferToExternalInitiated Representative initiated a transfer to an external participant.
ConsultToUserGroupInitiated Representative initiated a consultation with a user group.
ConsultToExternalInitiated Representative initiated a consultation with an external participant.
ConsultToExternalClosed Representative closed an in-progress consultation with an external participant.

Supervisor actions

Subscenario Description
SupervisorMonitor Supervisor started monitoring a live conversation.
SupervisorJoin Supervisor joined an active conversation.
SupervisorAssignedToCSR Supervisor reassigned the conversation to a specific representative.
SupervisorAssignedToQueue Supervisor assigned the conversation to a specific queue.
SupervisorAssignedToUserGroup Supervisor assigned the conversation to a user group.

Other non-channel specific events

Subscenario Description
ConversationCreated Conversation created by system.
SESSION_CREATE Customer is connected with a service representative and session is created for a customer interaction.
CopilotAgentEscalationToCSR AI agent escalated the conversation to a representative.
CSRAccepted Service representative accepts the work item assignment.
CSRNotificationTimeout Representative failed to accept the work item assignment.
CSRRejected Representative rejected the work item assignment.
CSRRejoined Representative rejoined the call or conversation.
GET_QUICK_REPLIES Representative leverages quick reply options for a messaging conversation.
FILES_DOWNLOAD Representative downloads a file during a conversation.
AGENT_LOGIN Representative logs into the system.
Banner Codes Banner code message shown to representative in conversation control that might indicate errors and prevent representative from responding to customer.
SentimentDerived Logs sentiment analysis result for a message.
SentimentChanged Tracks changes in sentiment during a conversation.
PRESENCE_FIRST_LOAD Representative presence initialized.
CSRAvailabilityCheck Check if any service representative is available.
CopilotAgentSessionInitialization Agent is connected to conversation.
CSRDisconnected Representative was disconnected from the conversation.
CSRPreviewedOpenConversation Representative previewed an open conversation before accepting it.
BotSessionInitialization Copilot agent session is initialized and linked to the conversation.
BotTransferToAgent Copilot agent escalated and transferred the conversation to a service representative.
ConversationDetails Logs details about the conversation at a specific point in its lifecycle.
ConversationAutoRejected Conversation was automatically rejected because no representative accepted it within the allowed time.
ConversationPriorityIncreased Priority of the conversation was escalated by the system or a supervisor.
RecordDetails Logs details of the record matched to the conversation.

Assignment snapshot

Assignment snapshot adds transparency to the automatic assignment process in unified routing. By surfacing detailed insights into the logic and criteria behind assignment decisions, assignment snapshot helps supervisors and administrators understand why work items remain unassigned or are assigned to specific representatives. This transparency reduces the need for support tickets and escalations to Microsoft, as customers can remediate and take corrective actions based on the information provided.

Administrators can use the following information that's logged in Application Insights:

  • Presence changes

  • Unit and profile-based capacity changes

  • Skill changes for representatives

  • Queue membership changes

  • Representative, skill, queue, and capacity profile names with the corresponding IDs

  • Assignment ruleset and rule ID matched during the assignment attempt for custom assignment rulesets

  • Assignment ruleset and rule details for custom assignment rulesets

Subscenario: CSRConfiguration

Provides information about the static configuration settings related to service representatives, such as their associated skills, capacity profiles, queues they are part of, default presence, maximum capacity units. This is synced whenever there is a change to any of the configurations and at periodic intervals of 10 days.

  • omnichannel.agent.id: The ID of the service representative being logged.
  • omnichannel.queue.ids: The associated queue IDs for the service representative.
  • omnichannel.max_capacity.units: The maximum capacity units for the service representative.
  • omnichannel.default_presence: The default presence for the service representative.
    • f523f628-c07a-e811-8162-000d3aa11f50 → Available
    • efdeb843-c07a-e811-8162-000d3aa11f50 → Busy
    • 08971864-c07a-e811-8162-000d3aa11f50 → Busy - Do Not Disturb (DND)
    • 3dacae76-c07a-e811-8162-000d3aa11f50 → Away
    • 70139190-c07a-e811-8162-000d3aa11f50 → Offline
  • omnichannel.capacity_profile.ids: The capacity profile IDs for the service representative.
  • omnichannel.associated_skills: The skills for the service representative.

Subscenario: QueueConfiguration

Is related to the configuration of queues, which includes the queue id, type, priority, and assignment strategy for the queue. The information is synced whenever there is a change to any of these configurations.

  • omnichannel.queue.id: The ID of the queue.
  • omnichannel.priority: The priority of the queue.
  • omnichannel.assignment_strategy: The assignment strategy for the queue. Possible values are:
    • Highest Capacity(OmnichannelAssignment) = 192350000
    • Round Robin = 192350001
    • Custom Assignment Configuration = 192350002
  • omnichannel.queue.name: Name of the queue.
  • omnichannel.queue.type: The type of the queue. Possible values are
    • Digital Messaging = 192350000
    • Entity = 192350001
    • Phone Call = 192350002

Subscenario: AssignmentRuleset

Is for the custom assignment rulesets used for assignment, prioritization, and selection. It includes the ruleset name and rules configured as part of the ruleset. The information is synced whenever there is a change to any of these configurations and at periodic intervals of 10 days.

  • omnichannel.queue.id: Identifier of the queue the ruleset belongs to.
  • omnichannel.ruleset_name: The name of the ruleset.
  • omnichannel.rule_hit_policy: The rule hit policy for the ruleset.
  • omnichannel.rules: Details for each rule present in the ruleset (rule name, conditions, order).
  • omnichannel.ruleset_type: The type of the ruleset (assignment/prioritization/selection ruleset).

Subscenario: CSRStatusandCapacityDetails

Provides status and capacity history of service representatives, including their presence, capacity profile, and available units. The data is synced whenever there is a change to any of these configurations.

  • omnichannel.agent.id: The ID of the service representative being logged.
  • omnichannel.current_presence_id: The current presence ID of the service representative.
  • omnichannel.current_base_presence: The current base presence of the service representative.
  • omnichannel.available_capacity.units: The available capacity units for the service representative.
  • omnichannel.capacity_profile: The capacity profile details (capacity profile id, available capacity, capacity profile reset duration, default maximum capacity, is force assignment, is block assignment).

Channel-specific subscenarios

Voice

Subscenario Description
Call Connect Captures successful connection of a voice call to an agent or representative.
Wait for Agent Wait Time Music is playing while customer is waiting to connect to a representative.
Callback Logs if customer is provide with a callback option and if they accept the callback option.
Transcription Tracks whether transcription started successfully.
VOICE_UNMUTE Representative unmuted from conversation control during voice call.
VOICE_MUTE Representative selected mute button from conversation control during voice channel.
VOICE_SEND_DTMF Customer’s DTMF options are sent to representative.
VOICE_SET_SPEAKER Representative speaker initialized.
VOICE_SET_MICROPHONE Representative microphone initialized.
VOICE_SUPERVISOR_BARGE Supervisor barges into a voice call.
VOICE_PAUSE_RECORDING_AND_TRANSCRIPTION Captures representative pausing of both recording and transcription.
VOICE_PAUSE_TRANSCRIPTION Captures representative pausing of transcription only.
VOICE_RESUME_RECORDING_AND_TRANSCRIPTION Representative resumes recording and transcription.
VOICE_RESUME_TRANSCRIPTION Captures resuming of transcription only.
VOICE_HOLDPARTICIPANT Representative selects hold button to place a customer on hold during a voice call.
VOICE_UNHOLDPARTICIPANT Representative uses the hold button to remove customer from hold.
CALLQUALITYSURVEY_SHOWN2DISMISSED Tracks when a call quality survey is shown to the customer and dismissed.

Messaging

Subscenario Description
ChatReconnection Logs if a reconnection was attempted for an existing chat session.
ChatAuthentication Tracks if customer authentication fails.
MessageProcessed For async channels, this tracks sending and receiving of message, including buffering delays.
TimeoutRuleTriggered Timeout rule is triggered with information about trigger of timeout rule.
PostChatSurvey Captures sending or starting of a post-chat survey.
DownloadTranscripts Chat transcript download is processed server-side on behalf of the customer or representative.
EmailTranscripts Chat transcript email is processed server-side on behalf of the customer or representative.

Live chat

Subscenario Description
ChatInitialization Set up of chat widget.
ChatConfiguration Validates details about chat widget configuration (org details).
ChatButtonAction Customer selects chat widget button to open widget.
CloseChatAction Customer closes the chat window.
CustomContextReceived Logs receipt of custom context data for chat.
DownloadTranscriptAction Customer selects download button from widget.
EmailTranscriptButtonAction Customer selects email transcript button from widget.
DownloadTranscript Chat transcript is downloaded by customer.
EmailTranscript Chat transcript is emailed by customer.
EndChatEventReceived Logs when customer selects end chat button on live chat widget.
LiveChatWidgetButtonLoading Tracks loading of the chat icon.
LiveChatWidgetStart Track loading of the live chat widget.
MessageReceived Customer receives a message.
MessageSent Customer sends a message.
MinimizeChatAction Customer minimizes chat window.
AuthTokenValidation Captures successful token validation.
OutOfOperatingHours Logs attempt to start chat outside operating hours.
PostChatSurvey Tracks rendering of post-conversation survey.
PrechatSurvey Tracks rendering of pre-conversation survey.
ProactiveChat Proactive chat initiated.
ProactiveChatTimeOut Logs timeout to accept proactive chat invitation.
ChatHistoryMessageReceivedCompleted Retrieval of chat message history into conversation.
SystemMessageReceived Tracks receipt of system messages.
ChatSessionInitialization Logs when chat session is available for customer to converse.
UnrecognizedOrgUrl Live chat widget contains an invalid org URL.

Understand diagnostics logs

The event log entries and their descriptions of some events in the subscenarios are as follows.

Common metadata

The following metadata can be a part of the custom dimensions in the Traces table.

Event log Description
Channel type Channel from which work item originated
Org.id Environment ID
Resource.id Conversation ID
Scenario Diagnostics scenario, such as conversation diagnostics scenario or representative configuration scenario.
Subscenario The subscenario, such as classification or route-to-queue.
Duration The elapsed time between the start and end of the subscenario
Workstream ID The ID of the workstream to which the conversation belongs.
Timestamp The time the subscenario started.

Subscenario: Classification

  • RuleSetName: Name of the classification ruleset that’s run.
  • RuleHitPolicy: Displays "First Match", to indicate that rules were processed until the first matching rule was found.
  • RuleSetInfo: Provides information on the rule that’s run, with the following information:
    • RuleId: Classification rule ID
    • Status:
      • Processed: Work item didn't meet the rule conditions.
      • Applied: Work item met rule conditions and output was chosen.
      • Not processed: Rule conditions not evaluated for this work item.
    • Order: Rule order
    • RuleItem: Classification rule name.
    • Condition: Defined in classification rule.

Subscenario: Route-to-queue

  • RuleSetName: Route-to-queue ruleset name
  • RuleHitPolicy: Displays "Run All" to indicate that all the rules were processed in the stage to identify the matching ones.
  • RuleSetInfo: Provides information on the rules run.
    • RuleId: Route-to-queue rule ID
    • Status:
      • Processed: Work item didn't meet the rule conditions.
      • Matched: Work item met rule conditions, but output wasn't chosen.
      • Applied: Work item met rule conditions and output was chosen.
    • Order: Rule order.
    • RuleItem: Route-to-queue rule name.
    • Condition: Defined in Route-to-queue rule.
    • Output:
      • ID: Output queue ID.
      • DisplayName: Output queue name.
  • OverflowInfo:
    • OverflowTrigger : Condition that's evaluated for overflow.
    • Overflow action: Action that’s performed on the work item. Learn more in Handle queue overflow.
  • Omnichannel.description: Appears when work item is routed to the fallback queue. An example is "Valid route to queue rules are missing in workstream. Routed to fallback queue."
  • Omnichannel.result: The queue to which the work item is finally routed. If overflow is configured, the final queue is determined after overflow evaluation. The output is as follows:
    • DisplayName: Queue name.
    • ID: Queue ID.
  • AgentDetails: Provides information about the representative as follows:
    • AgentId: Representative ID.
    • AadUserId: User ID.
    • Skills: Skills assigned to the representative.
    • BasePresenceStatus: Base presence of the representative.
    • CurrentPresence: Current presence of representative.
    • AvailableCapacity: Available representative capacity units.
    • CapacityProfiles: Capacity profiles associated with representative.
  • IsAgentAssigned:
    • True: Representative is assigned to conversation.
    • False: Representative isn't assigned to conversation.
  • Omnichannel.work_item.details:
    • ConversationId: Work item ID.
    • SessionId: Session ID.
    • QueueId: Queue ID where work item is queued.
    • WorkStreamId: Workstream ID associated with work item.
    • RequiredCapacityUnits: Required representative capacity in units for the work item.
    • AllowedPresences: Allowed representative presences for the work item.
    • CapacityProfiles: Required representative capacity profiles for the work item.
    • RequiredSkills: Skills required by the representative to work on the work item.

Subscenario: Intake

Logs the entry of a work item into the unified routing pipeline. Captures intake rule evaluation results, including which rules were processed and their outcomes.

  • omnichannel.additional_info: JSON object containing intake rule evaluation data:
    • lm: Serialized intake rule evaluation result.
  • omnichannel.entity_logical_name: The logical name of the entity type associated with the record, for example, incident or msdyn_ocliveworkitem. Used to support deep-link navigation to the record.
  • Channel type: Channel from which the work item originated.
  • Omnichannel.description: Captures whether intake completed successfully or failed.
    • Success: Intake for Conversation: {Conversation ID} completed successfully.
    • Failure: Intake for Conversation: {Conversation ID} failed with exception: {exception}

Subscenario: RecordBuffered

Logs when a work item is placed into a buffer before the routing pipeline begins processing it.

  • Omnichannel.description: Captures whether buffering completed successfully or failed.
    • Success: RecordBuffered for Record: {Record ID} completed successfully.
    • Failure: RecordBuffered for Record: {Record ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: RoutingContextEnrichment

Logs the enrichment of routing context data added to the conversation before routing rules are evaluated. Captures the additional attributes set on the work item to support rule matching.

  • omnichannel.additional_info: JSON object with enrichment rule evaluation details:
    • RuleSetName: Name of the enrichment ruleset that ran.
    • RuleHitPolicy: Policy applied, for example, First Match or Run All.
    • RuleSetInfo: Details for each rule evaluated:
      • RuleId: Rule ID.
      • Status:
        • Processed: Work item was evaluated against the rule but did not match.
        • Applied: Work item matched the rule and the enrichment output was applied.
        • Not processed: Rule was not evaluated for this work item.
      • Order: Rule order.
      • RuleItem: Rule name.
      • Condition: Conditions defined in the rule.
  • Omnichannel.description: Captures whether enrichment completed successfully or failed.
    • Success: RoutingContextEnrichment for Conversation: {Conversation ID} completed successfully.
    • Failure: RoutingContextEnrichment for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: RecordIdentification

Logs the matching of a record (such as a case or contact) to the incoming conversation, including which identification rules were evaluated.

  • omnichannel.additional_info: JSON object with rule evaluation details:
    • RuleSetName: Name of the record identification ruleset.
    • RuleHitPolicy: Policy applied, for example, First Match.
    • RuleSetInfo: Details for each rule evaluated:
      • RuleId: Rule ID.
      • Status:
        • Processed: Work item was evaluated but did not match the rule.
        • Applied: Work item matched the rule and the record was identified.
        • Not processed: Rule was not evaluated for this work item.
      • Order: Rule order.
      • RuleItem: Rule name.
      • Condition: Conditions defined in the rule.
      • Output: The identified record output.
  • omnichannel.entity_logical_name: Logical name of the matched entity type, for example, incident.
  • Omnichannel.description: Captures whether record identification completed successfully or failed.
    • Success: RecordIdentification for Conversation: {Conversation ID} completed successfully.
    • Failure: RecordIdentification for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: ChannelProfileIdentification

Logs the resolution of the channel profile for the incoming conversation.

  • omnichannel.additional_info: JSON object with rule evaluation details:
    • RuleSetName: Name of the channel profile identification ruleset.
    • RuleHitPolicy: Policy applied.
    • RuleSetInfo: Details for each rule evaluated:
      • RuleId: Rule ID.
      • Status: Processed, Applied, or Not processed.
      • Order: Rule order.
      • RuleItem: Rule name.
      • Condition: Conditions defined in the rule.
      • Output: The resolved channel profile.
  • Omnichannel.description: Captures whether channel profile identification completed successfully or failed.
    • Success: ChannelProfileIdentification for Conversation: {Conversation ID} completed successfully.
    • Failure: ChannelProfileIdentification for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: RuleGenerated

Logs when an assignment, prioritization, or selection rule is generated for the conversation by the rule generation engine.

  • Omnichannel.description: Captures whether rule generation succeeded or failed.
    • Success: Rule generation succeeded. TriggerType: {TriggerType}. GeneratedRule: {GeneratedRule}. InputContract: {InputContract}. OutputContract: {OutputContract}
    • Failure: Rule generation failed. TriggerType: {TriggerType}. Reason: {FailureReason}
  • Channel type: Channel from which the work item originated.

Subscenario: AverageWaitTimeEstimate

Logs the estimated wait time calculated for a conversation in a queue and whether that estimate was communicated to the customer.

  • Omnichannel.description: JSON object containing:
    • QueueId: ID of the queue for which the wait time was estimated.
    • WasAWTInformedToCustomer: true if the estimated wait time was communicated to the customer; false otherwise.
    • AWTValue: Estimated wait time in seconds.
    • Reason: Reason why the wait time was not communicated to the customer, if applicable.
  • Channel type: Channel from which the work item originated.

Subscenario: QueueConsult

Logs when a representative initiates a consultation with another queue.

  • Omnichannel.description: Captures whether the queue consultation was initiated successfully or failed.
    • Success: QueueConsult for Conversation: {Conversation ID} completed successfully.
    • Failure: QueueConsult for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who initiated the queue consultation.
  • omnichannel.target_queue.id: ID of the queue to which the consultation was directed.
  • Channel type: Channel from which the work item originated.

Subscenario: CancelQueueConsult

Logs when a representative cancels an in-progress queue consultation.

  • Omnichannel.description: Captures whether the cancellation of the queue consultation completed successfully or failed.
    • Success: CancelQueueConsult for Conversation: {Conversation ID} completed successfully.
    • Failure: CancelQueueConsult for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who cancelled the queue consultation.
  • Channel type: Channel from which the work item originated.

Subscenario: BotSessionInitialization

Logs when a Copilot agent session is initialized and connected to the conversation.

  • Omnichannel.description: Captures whether the bot session initialization completed successfully or failed.
    • Success: BotSessionInitialization for Conversation: {Conversation ID} completed successfully.
    • Failure: BotSessionInitialization for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: BotTransferToAgent

Logs when a Copilot agent escalates and transfers the conversation to a human representative.

  • Omnichannel.description: Captures whether the bot-to-agent transfer completed successfully or failed.
    • Success: BotTransferToAgent for Conversation: {Conversation ID} completed successfully.
    • Failure: BotTransferToAgent for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.target_agent.id: ID of the representative to whom the conversation was transferred.
  • omnichannel.target_queue.id: ID of the queue through which the transfer was routed, if applicable.
  • Channel type: Channel from which the work item originated.

Subscenario: CSRDisconnected

Logs when a representative is disconnected from the conversation.

  • Omnichannel.description: Captures information when a representative is disconnected from the conversation.
    • Success: CSRDisconnected for Conversation: {Conversation ID} completed successfully.
    • Failure: CSRDisconnected for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who was disconnected.
  • Channel type: Channel from which the work item originated.

Subscenario: CSRPreviewedOpenConversation

Logs when a representative previews an open conversation before accepting it.

  • Omnichannel.description: Captures information when a representative previews an open conversation.
    • Success: CSRPreviewedOpenConversation for Conversation: {Conversation ID} completed successfully.
    • Failure: CSRPreviewedOpenConversation for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who previewed the conversation.
  • Channel type: Channel from which the work item originated.

Subscenario: TransferToUserGroupInitiated

Logs when a representative initiates a transfer of the conversation to a user group.

  • Omnichannel.description: Captures whether the transfer to a user group was initiated successfully or failed.
    • Success: TransferToUserGroupInitiated for Conversation: {Conversation ID} completed successfully.
    • Failure: TransferToUserGroupInitiated for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who initiated the transfer.
  • omnichannel.target_agent_group.name: Name of the user group to which the conversation was transferred.
  • Channel type: Channel from which the work item originated.

Subscenario: TransferToExternalInitiated

Logs when a representative initiates a transfer of the conversation to an external participant.

  • Omnichannel.description: Captures whether the external transfer was initiated successfully or failed.
    • Success: TransferToExternalInitiated for Conversation: {Conversation ID} completed successfully.
    • Failure: TransferToExternalInitiated for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who initiated the transfer.
  • Channel type: Channel from which the work item originated.

Subscenario: ConsultToUserGroupInitiated

Logs when a representative initiates a consultation with a user group.

  • Omnichannel.description: Captures whether the user group consultation was initiated successfully or failed.
    • Success: ConsultToUserGroupInitiated for Conversation: {Conversation ID} completed successfully.
    • Failure: ConsultToUserGroupInitiated for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who initiated the consultation.
  • omnichannel.target_agent_group.name: Name of the user group consulted.
  • Channel type: Channel from which the work item originated.

Subscenario: ConsultToExternalInitiated

Logs when a representative initiates a consultation with an external participant.

  • Omnichannel.description: Captures whether the external consultation was initiated successfully or failed.
    • Success: ConsultToExternalInitiated for Conversation: {Conversation ID} completed successfully.
    • Failure: ConsultToExternalInitiated for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who initiated the consultation.
  • Channel type: Channel from which the work item originated.

Subscenario: ConsultToExternalClosed

Logs when a representative closes an in-progress consultation with an external participant.

  • Omnichannel.description: Captures whether the external consultation was closed successfully or failed.
    • Success: ConsultToExternalClosed for Conversation: {Conversation ID} completed successfully.
    • Failure: ConsultToExternalClosed for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the representative who closed the consultation.
  • Channel type: Channel from which the work item originated.

Subscenario: SupervisorMonitor, SupervisorJoin, SupervisorAssignedToCSR, SupervisorAssignedToQueue, SupervisorAssignedToUserGroup

Logs actions taken by a supervisor on an active conversation, such as monitoring, joining, or reassigning to a representative, queue, or user group.

  • Subscenarios:
    • SupervisorMonitor
    • SupervisorJoin
    • SupervisorAssignedToCSR
    • SupervisorAssignedToQueue
    • SupervisorAssignedToUserGroup
  • Omnichannel.description: Captures whether the supervisor action was completed successfully or failed.
    • Success: {Subscenario} for Conversation: {Conversation ID} completed successfully. Example: SupervisorJoin for Conversation: XXXX completed successfully.
    • Failure: {Subscenario} for Conversation: {Conversation ID} failed with exception: {exception} Example: SupervisorAssignedToCSR for Conversation: XXXX failed with exception: Too many requests.
  • omnichannel.initiator_agent.id: ID of the supervisor initiating the action.
  • omnichannel.target_agent.id: ID of the representative receiving the action. Applicable for SupervisorAssignedToCSR.
  • omnichannel.target_queue.id: ID of the target queue. Applicable for SupervisorAssignedToQueue.
  • omnichannel.target_agent_group.name: Name of the target user group. Applicable for SupervisorAssignedToUserGroup.
  • Channel type: Channel from which the work item originated.

Subscenario: ConversationDetails

Logs details about the conversation at a specific point in its lifecycle.

  • Omnichannel.description: Captures whether conversation details were logged successfully or failed.
    • Success: ConversationDetails for Conversation: {Conversation ID} completed successfully.
    • Failure: ConversationDetails for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: ConversationAutoRejected

Logs when a conversation is automatically rejected by the system because no representative accepted it within the allowed notification time.

  • Omnichannel.description: Captures whether the auto-rejection was processed successfully or failed.
    • Success: ConversationAutoRejected for Conversation: {Conversation ID} completed successfully.
    • Failure: ConversationAutoRejected for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: ConversationPriorityIncreased

Logs when the priority of a conversation is escalated by the system or a supervisor.

  • Omnichannel.description: Captures whether the priority increase was processed successfully or failed.
    • Success: ConversationPriorityIncreased for Conversation: {Conversation ID} completed successfully.
    • Failure: ConversationPriorityIncreased for Conversation: {Conversation ID} failed with exception: {exception}
  • omnichannel.initiator_agent.id: ID of the supervisor who increased the priority, if applicable.
  • Channel type: Channel from which the work item originated.

Subscenario: RecordDetails

Logs details of the record matched to the conversation, such as case or contact information.

  • omnichannel.entity_logical_name: Logical name of the matched entity type, for example, incident.
  • Omnichannel.description: Captures whether record details were logged successfully or failed.
    • Success: RecordDetails for Conversation: {Conversation ID} completed successfully.
    • Failure: RecordDetails for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: AgentChatEnd, CustomerChatEnd, SystemChatEnd

Logs the end of a messaging conversation and captures who or what triggered the end event.

  • Subscenarios:
    • AgentChatEnd
    • CustomerChatEnd
    • SystemChatEnd
  • Omnichannel.description: Captures whether the chat end event was processed successfully or failed.
    • Success: {Subscenario} for Conversation: {Conversation ID} completed successfully. Example: AgentChatEnd for Conversation: XXXX completed successfully.
    • Failure: {Subscenario} for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: DownloadTranscripts

Logs server-side processing of a chat transcript download request on behalf of the customer or representative.

  • Omnichannel.description: Captures whether the transcript download was processed successfully or failed.
    • Success: DownloadTranscripts for Conversation: {Conversation ID} completed successfully.
    • Failure: DownloadTranscripts for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: EmailTranscripts

Logs server-side processing of a chat transcript email request on behalf of the customer or representative.

  • Omnichannel.description: Captures whether the transcript email was processed successfully or failed.
    • Success: EmailTranscripts for Conversation: {Conversation ID} completed successfully.
    • Failure: EmailTranscripts for Conversation: {Conversation ID} failed with exception: {exception}
  • Channel type: Channel from which the work item originated.

Subscenario: IntentDetermination

Displays information about the intent and intent group determined for the conversation.

  • id:
  • Omnichannel.intent_details:
    • ActiveIntentFamilyId: Line of business ID.
    • ActiveIntentId: Intent ID.
    • ActiveIntentName:
  • omnichannel.intent_group_details:
    • ActiveIntentGroupId: Intent group ID.
    • ActiveIntentGroupName: Intent group name.
  • omnichannel.is_intent_determined: True or false.
  • omnichannel.is_intent_group_determined: True or false.

Subscenario: LineOfBusinessIdentification

Displays information on the line of business identified for the conversation.

  • id:
  • omnichannel.additional_info:
    • IntentFamilyRulesInformation: Rules evaluated for identifying line of business.
    • IsFamilyEnabledForIntentBasedRouting: Returns true or false.
    • LOBID: GUID of the line of business.
    • LOBName: Line of business name.

Subscenario: UserGroupIdentification

Displays information on the user group identified for the conversation.

  • id:
  • RuleHitPolicy: Hit-first or Hit-all.
  • RuleSetInfo: Provides information on the rules that are run.
    • RuleId: Line of business evaluation rule ID.
    • Status:
      • Processed: Rule was evaluated but didn't match.
      • Applied: Rule was evaluated and output was chosen.
      • Not processed: Not evaluated.
    • Order: Rule order.
    • RuleItem: Rule name.
    • Condition: Conditions evaluated in intent group-user group mapping.
    • UserGroupOutput:
    • id: Identified user group ID.
    • Name: Identified user group name.
    • Languages: Languages supported by the user group.
    • Regions: Regions supported by the user group.
  • omnichannel.is_user_group_determined: Returns true or false.
  • omnichannel.user_group_detail: Details of the user group identified.

Subscenario: CSRAccepted

  • Omnichannel.description: Captures the information when representative accepts the conversation:
    • Success:
      1. Representative with ID xxxx assigned to the conversation xxxx. CSRAccepted request completed.
      2. Representative with ID xxxx already assigned to the Conversation xxxx. CSRAccepted request completed.
    • Failure:
      1. Representative with ID xxxx not found in the session xxxx for conversation xxxx. CSRAccepted request failed.
      2. Scenario: CSRAccepted for conversation: xxxx failed with exception: xxxx.
  • Omnichannel.target_agent.id: Captures the ID of the representative who accepts the conversation.
  • Channel type: Channel from which work item originated.

Subscenario: SupervisorForceClosedConversation

  • Omnichannel.description: Captures the information when supervisor attempts to forcefully close the conversation:
    • Success:
      1. Scenario: SupervisorForceClosedConversation for Conversation: {Conversation ID} completed successfully.
    • Failure:
      1. SupervisorForceClose request didn't get processed as the state is already closed for Conversation xxxx
      2. Scenario: SupervisorForceClosedConversation for Conversation: xxxx failed with exception: xxxx
  • omnichannel.initiator_agent.id: The ID of the supervisor initiating the action.
  • Channel type: Channel from which work item originated.

Subscenario: CustomerEndedConversation

  • Omnichannel.description: Captures the information when customer ends the conversation.
    • Success: Scenario: CustomerEndedConversation for Conversation: {Conversation ID} completed successfully.
    • Failure:
      1. Customer EndConversation request failed for ConversationId: xxxx as conversation state doesn't support the operation. Conversation state: xxxx
      2. Customer EndConversation request failed for ConversationId: xxxx as the conversation is already in closed state
      3. Scenario: CustomerEndedConversation for Conversation: xxxx failed with exception: xxxx
  • Channel type: Channel from which work item originated.

Subscenario: TransferToQueue

  • Omnichannel.description: Captures the information when representative attempts to transfer the conversation to another queue.
    • Success: Scenario: TransferToQueue for Conversation: {Conversation ID} completed successfully for Target Queue: xxxx with QueueId: xxxx.
    • Failure: Scenario: TransferToQueue for Conversation: xxxx failed with exception: xxxx
  • omnichannel.initiator_agent.id: The ID of the representative initiating the transfer.
  • Channel type: Channel from which work item originated.

Subscenario: ConsultToCSRInitiated

  • Omnichannel.description: Captures the information about representative initiating consult request for the conversation.
    • Success: Scenario: ConsultToCSRInitiated for Conversation: {Conversation ID} completed successfully for ConsultType: xxxx under ConversationAccess: xxxx
    • Failure: Scenario: CSRInitiatedTransfer for Conversation: xxxx failed with exception: xxxx
  • omnichannel.initiator_agent.id: Captures the ID of the representative initiating the consult request
  • Omnichannel.target_agent.id: Captures the ID of the representative receiving the consult request
  • Channel type: Channel from which work item originated.

Subscenario: Call End

  • Omnichannel.description and Omnichannel.messsage: Captures whether the subscenario started, completed successfully, or failed. If the subscenario failed, error or exception information is provided.

  • Call Status Code: A code that can be used to learn more details about how/why the call ended.

  • Conversation stage: End

Subscenario: Other subscenarios for representatives and supervisors

  • Subscenarios:
    • CSRRejected
    • CSRNotificationTimeout
    • CSRRejoined
    • CSRPickedConversation
    • CopilotAgentEscalationToCSR
    • CSREndedConversation
    • CSRClosedSession
    • ConversationClosed
    • CopliotAgentAssignedToConversation
    • CSRInitiatedTransfer
    • SupervisorInitiatedTransfer
    • CloseConsult
    • CSRLeftPublicConsult
  • Omnichannel.description: Captures the information when the representative or supervisor takes an action on the conversation.
    • Success: {Subscenario} for Conversation: {Conversation ID} completed successfully. Example: CSRRejected for Conversation: XXXX completed successfully.
    • Failure: {Subscenario} for Conversation: {Conversation ID} failed with exception: {scenarioException.Message} Example: CSRClosedSession for Conversation: XXXX failed with exception: Too many requests.
  • Omnichannel.initiator_agent.id: Captures the ID of the representative initiating the action (As applicable)
  • Omnichannel.target_agent.id: Captures the ID of the representative receiving the action (As applicable)
  • Channel type: Channel from which work item originated

Voice, conversation control, live chat, and messaging telemetry subscenarios

  • Subscenarios:

    • CONSULT_BYCHAT_REQUESTAGENT
    • TRANSFER_AGENT_REQUEST2COMPLETED
    • TRANSFER_QUEUE_REQUEST2COMPLETED
    • CONSULT_BYVOICE_REQUESTAGENT
    • SESSION_CREATE
    • Transfer
    • Consult
    • Call Connect
    • Wait for CSR
    • Callback
    • Transcription
    • VOICE_UNMUTE
    • VOICE_MUTE
    • VOICE_SEND_DTMF
    • VOICE_SET_SPEAKER
    • VOICE_SET_MICROPHONE
    • VOICE_SUPERVISOR_BARGE
    • VOICE_PAUSE_RECORDING_AND_TRANSCRIPTION
    • VOICE_PAUSE_TRANSCRIPTION
    • VOICE_RESUME_RECORDING_AND_TRANSCRIPTION
    • VOICE_RESUME_TRANSCRIPTION
    • VOICE_HOLDPARTICIPANT
    • VOICE_UNHOLDPARTICIPANT
    • CALLQUALITYSURVEY_SHOWN2DISMISSED
    • GET_QUICK_REPLIES
    • FILES_DOWNLOAD
    • AGENT_LOGIN
    • Banner Codes
    • ChatButtonAction
    • CloseChatAction
    • CustomContextReceived
    • DownloadTranscriptAction
    • EmailTranscriptButtonAction
    • EndChatEventReceived
    • LCWChatButtonLoading
    • LiveChatWidgetStart
    • MessageReceived
    • MessageSent
    • MinimizeChatAction
    • PRESENCE_FIRST_LOAD
    • AuthTokenValidation
    • OutOfOperatingHoursPostChatSurvey
    • PrechatSurvey
    • ProactiveChat
    • ProactiveChatTimeOut
    • ChatHistoryMessageReceivedCompleted
    • SystemMessageReceived
    • ChatSessionInitialization
    • UnrecognizedOrgUrl

  • Omnichannel.description and Omnichannel.messsage: Captures whether the subscenario started, completed successfully, or failed. If the subscenario failed, error or exception information is provided.

  • Conversation stage: Indicates the stage of the conversation lifecycle that the subscenario relates to. Possible values include:

    • Initialization
    • Self Service
    • CSR Engagement
    • End

  • Subscenario:

    • ChatReconnection

    • ChatAuthentication

    • BotChatEnd

    • MessageProcessed

    • TimeoutRuleTriggered

    • CopilotAgentSessionInitialization

    • PostChatSurvey

    • DownloadTranscript

    • EmailTranscript

    • SentimentDerived

    • SentimentChanged

  • Omnichannel.description and Omnichannel.messsage: Captures whether the subscenario started, completed successfully, or failed. If the subscenario failed, error or exception information is provided.

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