Send On Demand capture logs to administrators

Prerrequisitos
    • Troubleshooting > On Demand Log Capture > Add permission

    Troubleshooting issues with incomplete information can be difficult. Console logs provide Customer Care with a full picture of an issue. When problems occur, these logs provide visibility into the actions and events of a user on Genesys Cloud. 

    Users can send their last 5 minutes of browser logs for their administrators to review.

    Notas:
    • The On Demand log capture method does not currently support embedded clients.
    • If the user clears their browser cache before they submit the logs, then the logs will not contain session data.

    Send logs from the Log Capture tab on the Help panel

    To capture On Demand logs from the Log Capture tab on the Help panel, perform the following steps:

    1. From any product page on Genesys Cloud, on the bottom of the sidebar click Help Help icon on the sidebar.
    2. Click the Log Capture Log capture icon tab.
    3. Perform the required steps on any of the available tabs to duplicate the issue.
    4. Click Send Logs Now. On Demand log capture gathers logs for the last 5 minutes and sends them to the administrator.

    Haga clic en la imagen para ampliarla.

    Help option, log capture tab, and the Send Logs Now option on the Help panel

    Send logs from the Activity view

    Prerrequisitos
    • Licencia de Genesys Cloud CX 3 Digital o Genesys Cloud EX
    • Licencia Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II , o Genesys Cloud CX 2 WEM Add-on I
    • Licencias de Genesys Cloud CX 3, Genesys Cloud EX, Genesys Cloud CX 2 WEM Add-on I o Genesys Cloud CX 1 WEM Add-on II para turnos alternativos 
    • Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, o Genesys Cloud EX para oferta de plan de trabajo. 
    • Interfaz de usuario > Actividad del agente > Vista permiso

      Al menos uno de los siguientes permisos:

      • Administración de personal > Horario del agente > Vista
      • Gamificación > Tanteador > Vista
      • Gamificación > Tablas de clasificación > Vista
      • Aprendiendo > Asignación > Vista
      • Entrenamiento > Cita > Participar
      • Quality > Evaluation > Edit Agent Sign-off (for evaluation widgets)

        To capture On Demand logs from the Activity view, perform the following steps:

        1. Haga clic en Actividad.
        2. Perform the required steps on any of the available tabs to duplicate the issue.
        3. In the upper right corner, click Log CaptureLog capture icon. On Demand log capture gathers logs for the last 5 minutes and sends them to the administrator.

        Haga clic en la imagen para ampliarla.

        Log capture option in the Activity view