Genesys Cloud - Main

When I used to work in Product Support, the #1 key piece of information that would help me investigate a customer's issue was a solid set of console logs from the agent's station. On June 2^nd, we launched a long-awaited feature that made gathering these logs much easier: On-Demand Log Capture for Agents. Submitted by @Lucas Miller, this Idea received 245 votes from the community making it one of our top-requested features in the Product Ideas Lab. 

Genesys Cloud will now retain the past five minutes of console logging at an agent's station. This can be particularly helpful to help track down what may be happening at an agent's station if they are marked as Not Responding.

• Did the agent click the answer button?
• Did they lose connection? 
• Was there an issue with the call connecting and getting set up?

Instead of trying to reproduce the issue and manually capturing logs, admins can now pull logs instantly. Agents can now send the last five minutes of console logs in just three clicks: 

1. Simply click on the (?) in the bottom left.
2. Select the Log Capture tab
3. Click Send Logs Now.

It's that easy!

Once the logs have been submitted, the admin can download the logs for review, or they can use them to open a case with Product Support to provide a deeper investigation of the matter.

Now that console log capture is live, don't miss the follow-up idea for network log capture. Vote and comment to help us prioritize the next step in streamlined troubleshooting.

Have you tried on demand log capture yet? Let me know if you've had a chance to explore these logs on your end or if you've found something unexpected in the logs.

If you haven't commented on my midyear challenge, what are you waiting for? Tell me about your favorite new feature of 2025 in that thread and you could win a prize from our Prize Wall! This is just one of our many challenges in the month of July. Be sure to check out the rest here! Good luck and go get some points!

When I used to work in Product Support, the #1 key piece of information that would help me investigate a customer's issue was a solid set of console logs from the agent's station. On June 2^nd, we launched a long-awaited feature that made gathering these logs much easier: On-Demand Log Capture for Agents. Submitted by @Lucas Miller, this Idea received 245 votes from the community making it one of our top-requested features in the Product Ideas Lab. 

Genesys Cloud will now retain the past five minutes of console logging at an agent's station. This can be particularly helpful to help track down what may be happening at an agent's station if they are marked as Not Responding.

• Did the agent click the answer button?
• Did they lose connection? 
• Was there an issue with the call connecting and getting set up?

Instead of trying to reproduce the issue and manually capturing logs, admins can now pull logs instantly. Agents can now send the last five minutes of console logs in just three clicks: 

1. Simply click on the (?) in the bottom left.
2. Select the Log Capture tab
3. Click Send Logs Now.

It's that easy!

Once the logs have been submitted, the admin can download the logs for review, or they can use them to open a case with Product Support to provide a deeper investigation of the matter.

Now that console log capture is live, don't miss the follow-up idea for network log capture. Vote and comment to help us prioritize the next step in streamlined troubleshooting.

Have you tried on demand log capture yet? Let me know if you've had a chance to explore these logs on your end or if you've found something unexpected in the logs.

If you haven't commented on my midyear challenge, what are you waiting for? Tell me about your favorite new feature of 2025 in that thread and you could win a prize from our Prize Wall! This is just one of our many challenges in the month of July. Be sure to check out the rest here! Good luck and go get some points!

When I used to work in Product Support, the #1 key piece of information that would help me investigate a customer's issue was a solid set of console logs from the agent's station. On June 2^nd, we launched a long-awaited feature that made gathering these logs much easier: On-Demand Log Capture for Agents. Submitted by @Lucas Miller, this Idea received 245 votes from the community making it one of our top-requested features in the Product Ideas Lab. 

Genesys Cloud will now retain the past five minutes of console logging at an agent's station. This can be particularly helpful to help track down what may be happening at an agent's station if they are marked as Not Responding.

• Did the agent click the answer button?
• Did they lose connection? 
• Was there an issue with the call connecting and getting set up?

Instead of trying to reproduce the issue and manually capturing logs, admins can now pull logs instantly. Agents can now send the last five minutes of console logs in just three clicks: 

1. Simply click on the (?) in the bottom left.
2. Select the Log Capture tab
3. Click Send Logs Now.

It's that easy!

Once the logs have been submitted, the admin can download the logs for review, or they can use them to open a case with Product Support to provide a deeper investigation of the matter.

Now that console log capture is live, don't miss the follow-up idea for network log capture. Vote and comment to help us prioritize the next step in streamlined troubleshooting.

Hello!

Is the log capture and functionality available within the FedRAMP-authorized cloud domain? 

Have you tried on demand log capture yet? Let me know if you've had a chance to explore these logs on your end or if you've found something unexpected in the logs.

If you haven't commented on my midyear challenge, what are you waiting for? Tell me about your favorite new feature of 2025 in that thread and you could win a prize from our Prize Wall! This is just one of our many challenges in the month of July. Be sure to check out the rest here! Good luck and go get some points!

When I used to work in Product Support, the #1 key piece of information that would help me investigate a customer's issue was a solid set of console logs from the agent's station. On June 2^nd, we launched a long-awaited feature that made gathering these logs much easier: On-Demand Log Capture for Agents. Submitted by @Lucas Miller, this Idea received 245 votes from the community making it one of our top-requested features in the Product Ideas Lab. 

Genesys Cloud will now retain the past five minutes of console logging at an agent's station. This can be particularly helpful to help track down what may be happening at an agent's station if they are marked as Not Responding.

• Did the agent click the answer button?
• Did they lose connection? 
• Was there an issue with the call connecting and getting set up?

Instead of trying to reproduce the issue and manually capturing logs, admins can now pull logs instantly. Agents can now send the last five minutes of console logs in just three clicks: 

1. Simply click on the (?) in the bottom left.
2. Select the Log Capture tab
3. Click Send Logs Now.

It's that easy!

Once the logs have been submitted, the admin can download the logs for review, or they can use them to open a case with Product Support to provide a deeper investigation of the matter.

Now that console log capture is live, don't miss the follow-up idea for network log capture. Vote and comment to help us prioritize the next step in streamlined troubleshooting.

Hello Pauline,

Yes. The log capture should be available for FedRAMP organizations.

You can read more here:

https://help.mypurecloud.com/articles/send-on-demand-capture-logs-to-administrators/

Hello!

Is the log capture and functionality available within the FedRAMP-authorized cloud domain? 

Have you tried on demand log capture yet? Let me know if you've had a chance to explore these logs on your end or if you've found something unexpected in the logs.

If you haven't commented on my midyear challenge, what are you waiting for? Tell me about your favorite new feature of 2025 in that thread and you could win a prize from our Prize Wall! This is just one of our many challenges in the month of July. Be sure to check out the rest here! Good luck and go get some points!

When I used to work in Product Support, the #1 key piece of information that would help me investigate a customer's issue was a solid set of console logs from the agent's station. On June 2^nd, we launched a long-awaited feature that made gathering these logs much easier: On-Demand Log Capture for Agents. Submitted by @Lucas Miller, this Idea received 245 votes from the community making it one of our top-requested features in the Product Ideas Lab. 

Genesys Cloud will now retain the past five minutes of console logging at an agent's station. This can be particularly helpful to help track down what may be happening at an agent's station if they are marked as Not Responding.

• Did the agent click the answer button?
• Did they lose connection? 
• Was there an issue with the call connecting and getting set up?

Instead of trying to reproduce the issue and manually capturing logs, admins can now pull logs instantly. Agents can now send the last five minutes of console logs in just three clicks: 

1. Simply click on the (?) in the bottom left.
2. Select the Log Capture tab
3. Click Send Logs Now.

It's that easy!

Once the logs have been submitted, the admin can download the logs for review, or they can use them to open a case with Product Support to provide a deeper investigation of the matter.

Now that console log capture is live, don't miss the follow-up idea for network log capture. Vote and comment to help us prioritize the next step in streamlined troubleshooting.

When I used to work in Product Support, the #1 key piece of information that would help me investigate a customer's issue was a solid set of console logs from the agent's station. On June 2^nd, we launched a long-awaited feature that made gathering these logs much easier: On-Demand Log Capture for Agents. Submitted by @Lucas Miller, this Idea received 245 votes from the community making it one of our top-requested features in the Product Ideas Lab. 

Genesys Cloud will now retain the past five minutes of console logging at an agent's station. This can be particularly helpful to help track down what may be happening at an agent's station if they are marked as Not Responding.

• Did the agent click the answer button?
• Did they lose connection? 
• Was there an issue with the call connecting and getting set up?

Instead of trying to reproduce the issue and manually capturing logs, admins can now pull logs instantly. Agents can now send the last five minutes of console logs in just three clicks: 

1. Simply click on the (?) in the bottom left.
2. Select the Log Capture tab
3. Click Send Logs Now.

It's that easy!

Once the logs have been submitted, the admin can download the logs for review, or they can use them to open a case with Product Support to provide a deeper investigation of the matter.

Now that console log capture is live, don't miss the follow-up idea for network log capture. Vote and comment to help us prioritize the next step in streamlined troubleshooting.

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Jason Kleitz
Online Community Manager/Moderator
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