Monitor agent assignments in Application Insights
Important
Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned
| Enabled for | Public preview | General availability |
|---|---|---|
| Users by admins, makers, or analysts | Feb 2025 | Apr 2025 |
Business value
Insights on assignments enable you to quickly diagnose and identify any assignment configuration issues, address any errors or gaps promptly, maintain SLAs, increase agent productivity, reduce customer wait time, and manage customer satisfaction.
Feature details
This feature provides you with detailed information on the assignment of conversations in Application Insights. It helps you understand and diagnose the automated assignment process by answering questions like why a conversation wasn't assigned despite having available agents, why it wasn't assigned to a specific agent, or why a certain agent was selected. With this level of visibility, you can self-detect inefficiencies and build insights that inform the changes you need to apply to your assignment rules for achieving the optimal customer outcome.