Use Application Insights to diagnose conversations in Dynamics 365 Customer Service
Contact center managers can use Application Insights, an extension of Azure Monitor, to get details about customer conversations and solve problems more easily in Dynamics 365 Customer Service. Application Insights provides visibility into conversation-based operational telemetry, tracking metrics such as volumes, latency, scenario success, failures, and trends. It allows for proactive system monitoring and helps developers and IT professionals identify and diagnose problematic conversations. Users can establish connectivity between Dynamics 365 Customer Service and Application Insights and subscribe to system telemetry for conversation lifecycle events. This data can be combined with other datasets to build custom dashboards. The article provides a real-life example of how Application Insights helped a retail company improve customer service.
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