Table of Contents
Summary
- New debugging capability for automatic assignment in Dynamics 365 Contact Center with enhanced logging.
- Additional diagnostic information available in Application Insights for administrators.
- Key logged enhancements include presence, capacity changes, skill updates, queue membership, and assignment ruleset details.
- Logged information applies across voice, digital messaging, and record channels for transparency.
- No action required from administrators; message for awareness only.
Admin Impact: Low
User Impact: Low
Release Start: 31 Jan 2026
Release End: 31 Jan 2026
Services: D365 Apps
Category: Stay informed
Tags: New Feature
History
1/1/2026 Item Added to Message Center
Microsoft Message
We are announcing the ability to debug issues in automatic assignment with enhanced logs in Dynamics 365 Contact Center. This feature will reach general availability on January 31, 2026.
How does this affect me?
With this update, administrators can now see the additional information that is logged in Application Insights for improved diagnostics.
The key enhancements include:
- Presence changes
- Unit-based and profile-based capacity changes
- Representative skill changes
- Queue membership changes
- Representative, skill, queue, and capacity profile names with the corresponding IDs
- Assignment ruleset and rule ID matched during the assignment attempt (for custom assignment rulesets)
- Assignment ruleset and rule details (for custom assignment rulesets)
These details are logged across voice, digital messaging, and record channels to provide transparency into the automatic assignment process.
What action do I need to take?
This message is for awareness, and no action is required.