MC1210746 - Dynamics 365 Contact Center - Debug issues in automatic assignment with enhanced logs

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.

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)

Dynamics 365 Contact Center - Debug issues in automatic assignment with enhanced logs

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Services

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Dynamics 365 Contact Center - Debug issues in automatic assignment with enhanced logs

Message ID

Services

Details