PureEngage On-Premises

Hi everyone,

I'm a Contact Center Engineer working with Genesys Engage on-premises (SIP Server, URS, T-Server, Gplus Adapter for Verint WFM, etc.), and a big part of my daily work is log investigation and root cause analysis.

Recently I've started exploring Anthropic's Claude Code / Claude Cowork to help speed up log analysis - things like parsing large log files, correlating events across components, and summarizing findings for incident reports.

I'm curious if anyone in this community has tried something similar:

- Have you used Claude Code, Claude Cowork, or any other AI/LLM tools to investigate Engage logs?
- If yes, would you mind sharing your use cases? (e.g., what kind of issues you investigate, which components/logs)
- How did you configure it? For example, custom Skills, Sub-agents, CLAUDE.md instructions, MCP servers, or prompt templates for log analysis?
- Any lessons learned, limitations, or things to watch out for? (e.g., log file size limits, data sensitivity/masking)

I've seen some great AI-related projects on the Genesys Cloud side (MCP servers, Claude Code plugins for Architect flows), but I haven't found much for Engage on-premises yet - so I'd love to hear from anyone who has experimented with this, even small experiments.

Happy to share my own findings as well once I've made more progress.

Thanks in advance!