Genesys Cloud (formerly PureCloud)

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Logging capability

  • 1.  Logging capability

    Posted 04-07-2021 04:58
    Hi All,

    We know about the current logging capabilities which are the Network and console logs through the browser...  is there any logging that we could capture say for the IVR services, Which will provide you all the data through it?

    For ex: In Pure Engage we used to have logs to check if there is any payment/purchase issue. we will check and provide the logs to the customer on demand.

    Is there any such thing in the PureCloud now? Can anyone please help here.

    Thanks,
    Sreekand.

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    Sreekand Muthukrishnan
    Cognizant Technology Solutions India
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  • 2.  RE: Logging capability

    GENESYS
    Posted 04-07-2021 09:08
    To be honest, the answer is "it depends"...

    Part of the benefit of the cloud is that you are paying for a service and are not required to do that level of troubleshooting yourself. As you know, Genesys Cloud is a shared system, so whilst there may well be logs in the background, which Genesys's own techs can access, these are not exposed to customers as doing so could potentially compromise other users' data.

    That being said, there is nothing to stop you writing information to the Participant data from within the IVR, for example specific return codes from API calls to 3rd party systems etc. which you can then look at by retrieving the Conversation JSON object using the API. (I suggest attending the API class fro Beyond for more information on this.)

    What exactly are you looking for? We can perhaps better advise if we have more detail.

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    Paul Simpson
    Senior Technical Instructor
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