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Anyone using Claude Code / Claude Cowork (AI agents) to investigate Genesys Engage logs?

  • 1.  Anyone using Claude Code / Claude Cowork (AI agents) to investigate Genesys Engage logs?

    Posted 07-04-2026 09:13

    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!


    #Unsure/Other

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    Wichean Butakhieo
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  • 2.  RE: Anyone using Claude Code / Claude Cowork (AI agents) to investigate Genesys Engage logs?

    Posted 07-06-2026 08:54

    Hi @Wichean Butakhieo!

    Recently I was playing with IA, not remember which one (at the end I use all I can), I was able to make a tool to replicate something similar to Kazimir tool. Another teamate build a tool to analyse WDE logs and get a quite good tool to troubleshoot connections issues.

    However, so many has moved to Genesys Cloud, it is quite less demand to have this kind of tool for Genesys Engage.

    Regards

    SG



    ------------------------------
    Saugort Dario Garcia
    Arquitecto de soluciones
    e-Contact
    https://www.e-contact.cl/
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