This article explains how to download agent logs from Contact Center and how to analyze them using Amazon Connect’s CCP Log Parser. Zendesk Support may ask for these logs when investigating issues.
This article contains the following topics:

  • Accessing agent logs
    • Download in Agent Workspace - native experience
    • Download in Marketplace app
  • Analyzing agent logs

Accessing agent logs

Agent logs are a great resource for Zendesk Customer Support to diagnose and resolve issues surrounding Zendesk Contact Center. Zendesk Support might ask for these logs during an investigation.

Important: Download the logs right after the issue you're reporting has been reproduced. Particularly because logs don't persist through browser refreshes. Refreshing the browser or clearing cache and cookies will cause you to lose existing agent logs.

To download agent logs in the Agent Workspace

  1. Click on your profile image.
  2. Click Manage profile
  3. Click the Voice preferences tab
  4. Under Download logs, click Download

To download agent logs in the Zendesk for Contact Center app

  1. In the Zendesk Contact Center app, click on your profile image.
  2. In the sidebar, click Agent Settings.
  3. Click ... at the bottom and then click Download Logs.
Gif showing how to download logs

A txt file named agent-log.txt is saved to your browser's default directory. After the file is downloaded, you can change the name of the file the same way you rename any other file on your computer. 

Analyzing agent logs

After downloading the agent logs (also known as Contact Control Panel (CCP) agent logs in Amazon Connect), navigate Amazon Connect's CCP Log Parser to analyze them by dragging and dropping the downloaded agent-log.txt file:

The Amazon Connect CCP Log Parser interface showing the file upload area for analyzing agent logs.

On the Snapshots & Logs tab you will see the logs recorded during the agent session, filterable by the type of log. It's important to note that these logs don't persist through browser refreshes.

Log entries are collapsed but most log entries contain more information. To see the original log object in JSON format, click the + to expand or collapse the log lines with more information. 

Section that shows how to see the original log object in JSON format

On the left side of log entry, you can choose Snapshots, which are periodic. Each snapshot displays the agent status that was captured during retrieval periods. Clicking on one snapshot highlights the section from that snapshot until the subsequent snapshot.

The CCP Log Parser showing the Snapshots panel with agent status information.

The following image shows a snapshot log, with a softphone error.

The CCP Log Parser displaying a Snapshot log with a softphone error message.

On the Metrics tab, you can view the following metrics:

  • Skew Metrics: Shows difference between the client-side (agent's workstation) local timestamp and server-side (Amazon Connect service) timestamp in milliseconds.
  • API Call Metrics: Shows the latency of the API call from CCP.
  • WebRTC Metrics: Available if the call was made with CCP. WebRTC Metrics shows the media stream condition during a call.

The CCP Log Parser Metrics tab showing Skew Metrics and API Call Metrics data.

The CCP Log Parser WebRTC Metrics section showing media stream conditions during a call.

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