No data in Azure Communication Metrics (All email related metrics)

Question

No data in Azure Communication Metrics (All email related metrics)

Hussain Dheeravath 0

Hi All,

I have email communication enabled for our ACS. Its working perfectly fine and delivering emails.
But when I checked the metrics section there is no activity whatsoever.

A few days back, we were getting metrics but today strangely there is nothing being shown.

User's image

We did see the ACS logs with the details like delivery status, sender, recipient id, hard bounce etc. But the metrics is not reflecting that.

Please help!!!

Golla Venkata Pavani 7,530 Reputation points Microsoft External Staff Moderator

2026-09-10T16:28:33.1233333+00:00

Hi @Hussain Dheeravath

Thank you for reaching us regarding the issue.

We have begun looking into it and will share our suggestions with you as soon as possible. If you have any additional details or concerns in the meantime, please let us know. We appreciate your patience while we work on this.

2 answers

Your answer

Golla Venkata Pavani 7,530 Reputation points Microsoft External Staff Moderator

2026-09-10T16:28:33.1233333+00:00

Hi @Hussain Dheeravath

Thank you for reaching us regarding the issue.

We have begun looking into it and will share our suggestions with you as soon as possible. If you have any additional details or concerns in the meantime, please let us know. We appreciate your patience while we work on this.

Answer 1

The AI answer on the thread is focused on general Azure Monitor troubleshooting, but it doesn’t address the real reason ACS Email metrics are often empty.

Azure Communication Services only emits email metrics when the application actually sends mail through the ACS Email service. If the app is using SMTP, Microsoft Graph, Exchange Online, SendGrid, or any other provider, ACS will show no activity because it isn’t delivering the mail.

Based on the screenshot you shared, if ACS Email were being used, you would see data points under “Email Service API Requests.” When the chart stays empty, it almost always means the mail is not going through ACS Email.

Diagnostic settings, RBAC permissions, time ranges, and Microsoft.Insights registration don’t affect ACS Email metrics. They only matter for logs or for other Azure resources.

If you can confirm that your app is using ACS Email and the metrics are still blank, there have been cases where the telemetry forwarder for a specific ACS resource became unhealthy and needed a backend restart. In that situation, sharing your ACS resource name, region, and the timestamps of the sent emails helps Microsoft check whether your resource is affected.

Help make this community better for everyone: if this answer resolved your issue, please accept it or leave an upvote. If not, share more details in a comment so we can continue the discussion and find the right solution.

Hussain Dheeravath 0 Reputation points

2026-09-09T11:05:59.8266667+00:00

Hi Shoumik,
Yes we are using ACS Email in this case. This is strange because the logs show that emails were sent, their delivery status and everything.
Not sure how to share other details with you for a backend check.
SHOUMIK CHAKRAVARTY 575 Reputation points

2026-09-11T01:49:30.7866667+00:00

Hi @Hussain Dheeravath - Thanks for confirming about the ACS email. I see a Microsoft moderator is now looking into your issue. Trust you get what you are looking for soon.

Answer 2

Azure Communication Services email metrics are emitted from the Metrics tab of the Communication Services resource, so the chart being empty usually means either no metric data was emitted in the selected time range, the selected range is too narrow, or access/registration issues are blocking metric visibility.

Try this in order:

Widen the time range
- In Metrics, change the chart time range to Last 30 days.
- Use a larger time granularity or leave it on Automatic time granularity.
- Some resources emit metrics only when activity occurs, so a narrow window can show a blank chart even when email is working.
Verify the chart range is not exceeding display limits
- A single Azure metrics chart shows no more than 30 days of data.
- Most metrics are stored for 93 days, but if the selected start/end dates exceed a 30-day interval, the chart can appear blank or partial.
Confirm the resource is actually emitting metrics in that period
- Azure Communication Services provides metrics for its primitives, and they are available under the Metrics tab of the Communication Services resource.
- If email traffic occurred only outside the selected range, the chart will show no data.
Check subscription registration
- Go to Subscriptions → Resource providers.
- Verify Microsoft.Insights is registered for the subscription.
- Metrics exploration requires this provider.
Check access rights
- Azure RBAC controls access to metrics.
- Ensure the account has at least Monitoring Reader or Monitoring Contributor on the resource.
If the chart shows a sudden recent drop only in the last few minutes, wait and refresh
- Azure Monitor can show partial or incomplete recent data points before processing finishes.
- This can look like a drop or missing values for the most recent minutes.
Use diagnostic logs as a cross-check
- In the Communication Services resource, configure Diagnostic settings and send logs to a Log Analytics workspace.
- For email scenarios, enable:
  - Email Service Delivery Status Update Logs
  - Email Service Send Mail logs
  - Email Service User Engagement Logs
- This helps confirm email activity even when the Metrics chart is empty.

If metrics were visible a few days ago and then stopped with no configuration change, there is also precedent for Azure Monitor backend regressions where metric emission stopped temporarily and later recovered without customer action.