From there, they can self-remediate where applicable or get swift support. In addition to facilitating proactive system monitoring, it empowers developers and IT professionals to easily identify and diagnose problematic conversations.

Application Insights tracks volumes, latency, scenario success, failures, and trends at scale. Metrics are available starting with initiation, virtual agent engagement, routing, and assignment, through to resolution. This helps contact center managers keep track of the application’s health across the full conversation lifecycle.

Now, contact center managers can use Application Insights to get details about customer conversations and solve problems more easily.Īpplication Insights, an extension of Azure Monitor, provides greater visibility into conversation-based operational telemetry in Dynamics 365 Customer Service. Every contact center wants to maintain system health with minimal usability disruptions to offer a delightful and seamless customer experience.