Ryan Krug

As a Microsoft Partner we have heavy technical skills internally to provide support, but Omnichannel acts as a black box not providing access to telemetry logs.

When our customers with Omnichannel want support investigating calls they believe are bugs and not acting as expected in the system, we should be able to access the back-end telemetry in order to debug the voice channel conversations before escalating to Microsoft.

The volume of calls we are being asked to investigate and turnaround time of MS support is not sufficient to meet our customer's needs in investigating the voice channel issues, so access to telemetry would allow us to respond more quickly to our customers.