Workflow: How to access agent logs in Contact Center

This article explains access to agent logs in Contact Center. This workflow includes the options below:

1. Accessing agent logs
2. 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.

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.

It's important to download the logs right after the issue you're reporting has been reproduced. 

Note: Agent logs don't persist through browser refreshes. Refreshing the browser or clearing cache and cookies will cause you to lose existing agent 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:

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. 

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

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.