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Configure conversation diagnostics (preview)

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[This article is prerelease documentation and is subject to change.]

Conversation diagnostics logs each conversation lifecycle event, providing greater visibility into the operational insights and analytics of your organization's conversations. Your support team can proactively monitor the system and developers can easily identify, diagnose, and fix problematic conversations, or seek swift support.

Important

  • This is a preview feature.
  • Preview features aren’t meant for production use and might have restricted functionality. These features are subject to supplemental terms of use, and are available before an official release so that customers can get early access and provide feedback.

Connect your Dynamics 365 Customer Service environment to an Azure Application Insights instance to collect and store conversation logs. You can learn about Application Insights features and how they can be used to monitor your telemetry and diagnose failures in Application Insights Overview dashboard and Diagnose failures using the Azure portal.

You can then use the conversation lifecycle events data in Application Insights to monitor system health, export, and combine it with other data sets to build custom dashboards for your business needs.

Note

You can't export Power Automate and Dynamics 365 Customer Service data in sovereign clouds, such as Government Community Cloud (GCC), Government Community Cloud - High (GCC High), and Department of Defense (DoD).

Prerequisites

  • The user must have access level Contributor or a higher-level permission on Azure Services to set up.

  • At least "Read" access to query data in Application Insights.

  • The user must be a Power Platform administrator or System Administrator.

  • Your environment must be a Managed environment.

Pricing

The conversation diagnostics data is stored in Azure Application Insights database. Azure Application Insights is an extension of Azure Monitor and charges for data ingested. The two log ingestion plans are Basic and Analytic logs. Learn more about the pricing for your business requirements in Azure Monitor pricing.

The following table lists the analysis of the average data consumption in Application Insights

Data Consumption Size in kilobytes (KB) (average1)
Per routed work item (Call/Conversation/Record) with one classification, one route-to-queue ruleset, and one assignment ruleset 7
Per ruleset with a single rule in it 2
Per new rule in a ruleset 1

1 The average values can vary based on factors, such as the number of rules, conditions defined within a ruleset, and size of the conditions (number of characters).

Let's take an example in which each routing stage has a single ruleset with a couple of rules and moderately complex rule conditions. If you route 500 work items per day, it consumes approximately 4.88 MB of data. A breakup is as follows:

7 KB for one work item routed with one ruleset each for classification, route-to-queue, and assignment plus 3 KB for one extra rule at each of the classification, route-to-queue, and assignment rulesets that equals to 10 KB.

10 KB x 500 work items = 5000 KB, which translates to 4.88 MB.

Learn about routing stages in Understand routing stages.

Set up a connection with Azure Application Insights

Before you perform a data export, create a connection between your Customer Service instance and Azure Application Insights in Power Platform admin center. You can create only one data export configuration from Customer Service to Application Insights per environment. Learn more in How to enable data export.

Access and use the conversation information in Application Insights

After you've configured the data export setup, conversation lifecycle information for live chat, digital messaging, voice, and custom channel conversations is available in the Application Insights Traces table.

Do the following steps to view the conversation logs:

  1. Sign into Azure portal and access your Application Insights instance. Make sure that it's the same instance that you used to set up data export.

  2. Select Logs in Monitoring.

  3. Use the following sample query in the editor.

    Traces  
| extend customDim = parse_json(customDimensions)  
| extend workItem = tostring(customDim["powerplatform.analytics.resource.id"])  
| extend subscenario = tostring(customDim["powerplatform.analytics.subscenario"])  
| where workItem == "Insert conversation ID of work item"  
// | where subscenario contains "Classification"  
| project timestamp, workItem, subscenario, customDim

The Results tab displays the query results.

View conversation diagnostics dashboard

Do the steps in Conversation diagnostics dashboard to view the dashboard.

Subscenarios in conversation diagnostics
Sample queries and dashboard