For efficient troubleshooting of routing delays and assignment issues, supervisors can use the Debug tab that's embedded in Copilot Service workspace and accessed through Diagnose on the Omnichannel Realtime analytics page.

The administrator can enable the dashboard in Power Apps in a solution of your choice.

Key capabilities:

Conversation trend analysis: Visualize trends over the last 24 hours or a custom time range, with filters by channel and queue.
Assignment Performance: Assess time-to-assign and analyze assignment events to identify bottlenecks.
Non-assignment reasons: View top reasons for non-assignment and drill into specific cases.
Conversation timeline: Inspect the complete lifecycle of a conversation, including assignment events.
Representative details: Access representative presence, capacity, and skills at the time of assignment for better routing insights.
Assignment events: View the skills, presence, and capacity required by the work item, and analyze each assignment attempt to a specific representative with their actual presence, skills, and capacity. Identify if the attempt was accepted, rejected, or not responded to, and understand why a particular representative wasn’t assigned the work item.
Self-serve troubleshooting: Resolve issues without leaving the Copilot Service workspace app.