Azure Application Insights is now the complete solution for conversation diagnostics, replacing unified routing diagnostics in Dynamics 365 Customer Service. The transition process includes key dates and steps for affected customers to ensure a smooth migration.
The disclosure date for this change is set for May 9, 2024, with communications already sent to impacted customers about the deprecation of unified routing diagnostics. After July 1, 2024, no new diagnostic logs will be created for routed conversations, marking the end of support. Additionally, by July 15, 2024, unified routing diagnostics will no longer be accessible as they reach their end of life.
In response to these developments, customers are encouraged to make use of Azure Application Insights, which will now include all events related to conversation and routing diagnostics. This platform offers a more flexible and cost-effective solution with the ability for customization to suit individual business requirements. The intent is to continuously enhance the diagnostic capabilities of conversation lifecycle events, ensuring reliability and alignment with the company’s focus on cost-effectiveness and user-centered innovation.
For further information on conversation diagnostics in Azure Application Insights or if there are any queries, customers are advised to reach out to their Success Manager, Fast Track representative, or Microsoft Support. These resources can provide assistance and guidance throughout the transition process to ensure a seamless experience.
Article Source
https://www.microsoft.com/en-us/dynamics-365/blog/it-professional/2024/06/05/transition-from-unified-routing-diagnostics-to-azure-application-insights/