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  • 1.  Scheduled Log Capture vs On Demand Log Capture differences

    Posted 07-17-2025 11:54
    No replies, thread closed.

    Hi all,

    Curious if anyone else has ran across this before.

    We have noticed that there appears to be a difference in logging depending on whether you have scheduled a log capture vs an agent sending an on demand log capture.

    We ran into this a week or so ago. We had a scheduled log capture running on an agent and that same agent also sent us an on demand log when he encountered an issue. We noticed quite a bit more information within the On Demand log vs the Scheduled log when we compared the two.

    Is there a known difference in the logging between these two approaches? It caught us by surprise as we expected them to match or very closely match, but maybe we overlooked some information on this somewhere?

    Has anyone else ran across this before?

    Thanks!


    #PlatformAdministration
    #SIP/VoIP
    #SystemAdministration
    #Telephony

    ------------------------------
    Shane Jenkins
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  • 2.  RE: Scheduled Log Capture vs On Demand Log Capture differences

    Posted 07-17-2025 12:10
    No replies, thread closed.

    Hi Shane,

    As far as I am aware, it should be the same other than the scheduled logs being the last 24 hours and the on-demand should be the last 5 minutes.

    The only other thing that could cause it to be different would be if the user had concurrent logins, so the on-demand was capturing from one browser and the scheduled capture from another etc.

    It would probably be worth raising a case with Genesys Product Support if you have an example



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Scheduled Log Capture vs On Demand Log Capture differences

    Posted 07-17-2025 13:24
    No replies, thread closed.

    Thanks Sam!

    We asked the agent and he says he was only running one session/tab with Genesys Cloud. With that said, opened case 00006375 with Care because the log files are definitely different. I uploaded the log files to the case as well. If I hear anything back on reason or what may be happening, I'll report back to this thread. 

    Thanks again,



    ------------------------------
    Shane Jenkins
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    Original Message


  • 4.  RE: Scheduled Log Capture vs On Demand Log Capture differences

    Posted 07-18-2025 05:24
    No replies, thread closed.

    Thanks Shane, if there are valid reasons for why its different then we can get the documentation updated



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Scheduled Log Capture vs On Demand Log Capture differences
    Best Answer

    Posted 07-18-2025 14:19
    No replies, thread closed.

    Hi Sam,

    So below is what I got back from support. It appears there is indeed an expected difference between scheduled and on-demand logging.

    Would honestly like to see if there's a chance to enhance scheduled logging so that we can adjust log levels for when scheduling. It seems if we're scheduling logging for someone, we would typically expect them to encounter an issue. Would be nice to have a toggle for standard logging vs. Notes or more advanced logging (even if this drops the allowable users to say 3 instead of 5). Worst case, having the documentation updated to help illustrate the differences would be helpful.

    From Care:

    "The difference you've noticed between the scheduled logging and on-demand log capture is expected behavior. Here's why:

    (1) On-Demand Log Captures:

      • Specifically designed to capture detailed information around an event
      • Captures the last 5 minutes of console logs when triggered
      • Generally contains more detailed information as it's meant for immediate troubleshooting
      • Initiated by users when they notice an issue, ensuring relevant data is captured

    (2) Scheduled Logging:

      • Designed for ongoing monitoring
      • More general in nature
      • May have different detail levels to manage storage and performance
      • Runs continuously for selected users (up to 5 users at a time)

     

    The fact that you're seeing more information in the on-demand log is normal and actually beneficial for troubleshooting specific issues.

     

    When an agent triggers an on-demand log capture right after experiencing an issue, it's designed to gather more comprehensive diagnostic information to help with troubleshooting."

    Thanks,



    ------------------------------
    Shane Jenkins
    ------------------------------

    Original Message


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