Solve unified routing issues faster with enhanced diagnostics

Unified routing in Dynamics 365 Customer Service considers both work item requirements and your agents’ capabilities to direct incoming work items to the agent that’s best suited to handle them. Routing configurations can be complex. When unified routing issues occur and work items aren’t assigned as expected, you need to track down and fix the problem.

Unified routing diagnostics help by giving you advanced tools for analyzing your routing configurations. Often, however, you have to verify settings manually in different parts of the system, requiring a call to customer support. To help you resolve these routing issues on your own, unified routing diagnostics now include assignment trace and error indication capabilities.

Diagnose assignment issues with assignment trace

Assignment trace gives you insights into why some work items are taking longer to get assigned. In addition to showing the current assignment status, it provides details of the assignment criteria to help you understand why a certain work item is getting assigned incorrectly or is not getting assigned at all.

Identify routing issues with error indicators

Error indicators help you identify and understand the configuration misses that may be preventing a work item from being classified and assigned to the right agent. You can access these enhanced diagnostics at the record level in the Diagnostics tab in the system.

Scenario: Issue with skill matching algorithm criteria

Let’s consider a scenario with Contoso Coffee, which sells coffee beans. A new queue in its Consumer Division handles high-priority queries from Contoso Club members. Renee, the supervisor, added two new agents to the queue. While doing her daily analytics report check, she observes that although there is a new work item in the queue, it has not been assigned yet. She decides to diagnose the reason for it.

Drilling down into the logs per routing stage, Renee quickly finds out with the help of the new error indicator that no agent matched the criteria that were specified in the routing rules. She decides to take a closer look at the assignment trace details to understand the assignment criteria. After looking at the criteria, Renee realizes that the default skill matching algorithm has been set to Exact Match. Although both agents have the required skills to handle the work item, their skills weren’t an exact match. Since the criteria weren’t met, the work item wasn’t assigned.

Having error messages and assignment trace with criteria specified in the diagnostics saved Renee a great deal of time. She has all the information she needs to diagnose and fix the problem, all in one place.

This blog post is part of a series of deep dives that will help you deploy and use unified routing at your organization.

Next steps

Learn more about enhanced unified routing diagnostics and read the documentation:

Diagnostics for unified routing (Dynamics 365 Customer Service) | Microsoft Docs

Dynamics 365 Customer Service unified routing default queue and diagnostics (video) | Microsoft Dynamics 365 Customer Service