Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  PureCloud Logs

    Posted 03-27-2019 06:42
    No replies, thread closed.
    Hello,

    We can enable protocol capture logs on a specific Trunk for diagnostic purposes. We can download these files from the Edge that hosts that Trunk and then use these information to troubleshoot call issues.

    1. We would like to know if there are others logs available such as Web Access logs (HTTPS Resquest) or Database Logs.

          2.Could we have a written trace of all user/agent actions (log in - log out) ?

          3. How long those logs will be available in the cloud ?

    Thank you in advance,

    Sincerely,




    #QualityManagement

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------


  • 2.  RE: PureCloud Logs

    Posted 03-29-2019 04:51
    No replies, thread closed.
    Hello @George Ganahl, Could you please shed some light on this ?​

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


  • 3.  RE: PureCloud Logs

    Posted 03-29-2019 11:28
    No replies, thread closed.
    1. Those types of logs exist, but only support can access them.
    2. There's a report for that, https://help.mypurecloud.com/articles/agent-login-logout-details-report/
    3. Depends on the flavor of your edge.  Generally a week at most.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: PureCloud Logs

    Posted 03-29-2019 11:33
    No replies, thread closed.
    Thank you, Melissa, for responding.

    Charaf, I am wondering what you are looking for, more specifically. You start off talking about Edge logs (specifically protocol capture, which is actually from Wireshark on the edge capturing traffic for a specific duration). Then 1 & 2 seem to reference different information, not specific to the Edge. 3 has different answers depending on whether you are talking about the Edge logs or other data.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: PureCloud Logs

    Posted 03-29-2019 11:48
    No replies, thread closed.
    @George Ganahl & @Melissa Bailey Thank you for your answers.

    ​​We have found the answer concerning all Edge logs [The Edge saves captured packet files in the native .pcap format. After 24 hours, the Edge encapsulates the native PCAP file into a ZIP file. After one week, the Edge deletes the files.] (https://help.mypurecloud.com/articles/download-protocol-capture-logs/)

    I was asking about data coming from all the microservices that PureCloud is using. Those logs are accessible to Customer Care only for a specific period of time OR during all the Contract with Genesys ?

    Kind regards,

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------

    Original Message


  • 6.  RE: PureCloud Logs

    Posted 03-29-2019 17:19
    No replies, thread closed.
    I've never tried to look back for more than a couple months.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: PureCloud Logs

    Posted 03-29-2019 19:57
    No replies, thread closed.
    Looking in our logging interface, I can go back two years. The data may go back further, but I can't look it up for sure.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content