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# Dynamics 365 Contact Center Conversation & Routing Diagnostics
- URL: https://www.powerpete.com/dynamics-365-contact-center-conversation-routing-diagnostics/
- Published: 2026-07-23T17:19:26.000Z
- Updated: 2026-07-23T17:19:26.000Z
- Description: Routing diagnostics left Dynamics 365 and moved to Azure Application Insights. So I built Conversation Diagnostics for Dynamics 365: the FastTrack Dynamics 365 diagnostics dashboard, running inside Dynamics, with plain-language explanations of every routing decision.
- Author: Peter Ruiter
- Tags: Dynamics 365, Contact Center, Tools, #Import 2026-07-23 22:43

Routing diagnostics left Dynamics 365 and moved to Azure Application Insights. Your supervisors did not follow them there.  
  
So I built Conversation Diagnostics for Dynamics 365: the **FastTrack Dynamics 365** diagnostics dashboard, running inside Dynamics, with plain-language explanations of every routing decision. Your users never touch Azure.   
  
What you get:  
✅ A replica of the FastTrack Conversation Diagnostics dashboard, running inside Dynamics   
✅ Plain-language explanations of every routing decision: which rule matched, which condition fired, which queue resulted, which agent got picked and why   
✅ A conversation analyzer for single-conversation troubleshooting, also available in the productivity pane   
✅ An admin settings page, so one person configures Azure once and nobody else has to  
  
The explanation engine is deterministic. Every sentence maps to a telemetry fact. No AI in the read path, so nothing invents a routing decision that never happened.  
  
Under the hood, a server-side plugin queries Application Insights with client credentials. No premium connectors, no Power Automate, no staging tables.  
  
📦 Repo: [peterruiter/d365-conversation-diagnostics](https://github.com/peterruiter/d365-conversation-diagnostics?ref=powerpete.com)  
🎥 Install and configuration walkthrough video: [https://www.youtube.com/watch?v=tKjQUO7vpbg](https://www.youtube.com/watch?v=tKjQUO7vpbg&ref=powerpete.com)  

![](https://cdn.powerpete.com/ghostblog/images/2026/7/231716_image.png)

![](https://cdn.powerpete.com/ghostblog/images/2026/7/231718_image.png)

![](https://cdn.powerpete.com/ghostblog/images/2026/7/231717_image.png)

  
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Credit where it belongs:  
The KQL comes from the Microsoft FastTrack Implementation Assets team. Their Conversation Diagnostics dashboard is the foundation this builds on, and the queries are theirs. ([**https://lnkd.in/e44GC3ds**](https://www.linkedin.com/safety/go/?url=https%3A%2F%2Flnkd%2Ein%2Fe44GC3ds&urlhash=prGC&mt=S6OdvHTN613nYpty3fZ1F0zGFXPWwyRhHUUaSaY2qEh8YCsDPYnbJtF%5F1sXeZ5sg%5FLrbykEeoH%5FKDN7ROzvvdrq7aYG0NW7SNs03kkn%5FEJzMrk0mwRT8FTqz&isSdui=true&ref=powerpete.com))  
  
Repo structure and the productivity pane approach follow [**Mauricio Oliveira**](https://www.linkedin.com/in/mauriciooliveira/?ref=powerpete.com). If you run Customer Service and you have not seen it, go and look at his awesome stuff. ([**https://lnkd.in/e6XQPdUd**](https://www.linkedin.com/safety/go/?url=https%3A%2F%2Flnkd%2Ein%2Fe6XQPdUd&urlhash=SYSe&mt=-3djan%5F7hvjD4uLNQxHdT8Nmsmf7bLf6nzPJ0ddNvnzSKRTA6pJIn4ukVM%5F4AbXRM0oQpRXOGTDIpnMNrdVpdBqdO-TXOnvLMlLmAvgEbSfYDODetzyW4sol&isSdui=true&ref=powerpete.com))  
  
[**Alexander Yurpolsky**](https://www.linkedin.com/in/alexander-yurpolsky-89b14194/?ref=powerpete.com)**'s** d365-unified-routing-analytics gave me the idea of analysing one conversation end to end. ([**https://lnkd.in/euB76ex7**](https://www.linkedin.com/safety/go/?url=https%3A%2F%2Flnkd%2Ein%2FeuB76ex7&urlhash=NCFR&mt=fq-iuu1DtRPIpCKcaYk4btFgcgsWQ3rK3tY0OSLY2eLXXc4uHHUaAQW61YT8xBYEqfvzRoIjV3yphqzT2OlE8UJb0%5FyeGAiKfjAv%5FWLDUsaVPrPuYqkNQiuO&isSdui=true&ref=powerpete.com))  
  
MIT licensed. Issues and pull requests welcome.