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  • 1.  Enable Server Side Logging

    Posted 08-07-2018 10:41
    No replies, thread closed.
    I saw this recent release note on server side logging for PureCloud.

    This will be great. A few questions.

    1. Do you have any plans to make this available for the Desktop App users? Or is there some way to activate it for Desktop users?
    2. Where will the client logs be saved? Is it on the Edge somewhere? Can PureCloud users (admins) access these logs?
    3. When will it be available? The Resource Center article says its "coming soon".

     Enable server-side logging in the PureCloud browser extensions - PureCloud Resource Center



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    Greg Beal
    ConvergeOne
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  • 2.  RE: Enable Server Side Logging

    Posted 08-07-2018 10:56
    No replies, thread closed.
    It just enables storing those browser logs to the cloud so that Genesys personnel can access them directly. Admins can't get to the logs that are stored there.

    You may know this already, but for those who don't - Admins can still access the same logs the way Customer Care does now, by having the user send them from their browser. It is the Developer Tools functionality that is built into those browsers.

    The Console log is also available already in the desktop apps.

    More info for gathering the various console logs now:

    https://help.mypurecloud.com/articles/gather-console-logs/

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 3.  RE: Enable Server Side Logging

    Posted 08-07-2018 11:19
    No replies, thread closed.
    George, thanks for the reply. I do understand how to access these console logs in the browsers and Desktop app. But it will be a much easier support process if the Genesys engineers can access a clients' console logs on a server somewhere, on a reported issue, without having to try to recreate the issue and collect those logs from a remote user. Looking forward to this feature.
    I've got a customer that uses ONLY the Desktop app. But I don't see any mention of where the Server Side Logging function can be enabled for the Desktop App. Will server side logging be available for Desktop App users?

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    Greg Beal
    ConvergeOne
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    Original Message


  • 4.  RE: Enable Server Side Logging

    Posted 08-08-2018 08:49
    No replies, thread closed.

    I'd also point out that the "coming soon" tag refers to the PureCloud for Firefox Browser Extension.  Server Side logging is available for PureCloud for Chrome, PureCloud for Salesforce, and PureCloud for Zendesk today.  

    The server side logs are written to an S3 location for access by Genesys personnel.  This really should only be used for troubleshooting purposes, as this consumes additional network bandwidth to upload the logs.  

    I am not aware of plans to bring this feature to the desktop app, but it is certainly something we can look at.  I would recommend submitting an idea request for that.  If you're not familiar with the Ideas Lab, please see here: https://community.genesys.com/communities/community-home/digestviewer/viewthread?GroupId=19&MessageKey=1ddb5201-95f4-4a8e-8b8b-0602cceaf351&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer



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    Richard Schott
    Genesys - Employees
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