Access diagnostics for unified routing

Important

The diagnostics feature is deprecated as on May 09, 2024, and will be removed by July 01, 2024. For more information, see Deprecations in Customer Service.

Supervisors can access the routing diagnostics for records and conversations that are handled through unified routing.

Prerequisites

To access the diagnostics for records, such as cases, you must have the CSR Manager role. To access the diagnostics for conversations, you must have the Omnichannel supervisor role.

Access diagnostics for work items handled through unified routing

As a supervisor, you can access and view diagnostic reports of work items that have been routed through unified routing.

To view the diagnostics reports in Customer Service workspace

1. For a record such as case, in Customer Service workspace, go to the case details page.

2. On the page that appears, select Related, and then select Routing diagnostics. The diagnostics information for the case is displayed on the Routing diagnostics tab.

   

To view the diagnostics reports in Omnichannel for Customer Service app

1. For conversations, in the Omnichannel for Customer Service app, select the plus (+) icon, and then select Routing diagnostics.

   

2. On the Routing diagnostics page, select the item for which you want to view the report.

See also

Diagnostics for unified routing
Overview of unified routing