Log Configuration

The Log Configuration is the central hub for you to manage how logs are recorded, stored, and monitored within the system. This page contains the following tabs:

• Log Destination - Define the destination to store the logs. (where logs are sent - on-premises or to the cloud).

• Agent List - Add specific agent details to record their logs.

• Common Configuration - Define configurations that control the logging behavior at both destinations.

To access Log Configuration, follow these steps:

1. Access the Workspace Admin application URL.

2. Select Configurator from the dropdown menu in the top-right corner.

   

3. On the left navigation pane, click the Log Configuration tab.

   

   The following tabs are displayed.

   

Log Destination

This section lets you specify where logs can be stored. You can choose between Server Logs and Cloud Logs depending on your preferred logging infrastructure.

• Server Logs - The Server-side logs capture various events such as user actions, responses of APIs, encountered errors, and more. Server logs are the same as the Client logs but are stored on the server side of the application. These logs are organized based on the agent’s name depending on the configurations.

• Cloud Logs - Cloud Logs offer scalable storage and remote access for logs, making it easy to analyze system performance and troubleshoot issues. They integrate with monitoring tools for efficient log management.

In the Log Destination tab, choose the appropriate log destination:

• Server Logs: Select this option to store logs on a local server.

  The Server-side logs capture various events such as user actions, responses of APIs, encountered errors, and more. These logs are the same as the Client logs but are stored on the server side of the application. These logs are organized based on the agent's name depending on the configurations.

Types of Information Recorded

Server-side logs record the following types of information:

1. Functions of the user-initiated tasks such as clicking buttons or selecting options, and more.

2. Events of the components such as Amazon/Cisco/AE/Genesys/Five9/Salesforce, agent login response, agent state change response, and more.

3. API requests and responses.

4. Error responses and related information.

• Cloud Logs: Select this option to store logs in the cloud. When you select Cloud Logs, the following fields are displayed:

  • Endpoint URL: Provide the URL where the logs are sent for processing. Example: http://10.250.120.236:8080

  • Username: Type the username to access the Endpoint URL.

  • Password: Type the password to access the Endpoint URL.

Agent List

The Agent List tab allows you to record logs for individual agents. By adding agent details, you can collect logs specific to their actions. Regardless of the log destination, the system captures the log data for the specified agent.

In the Agent List tab:

1. Type the agent details in the +Add Agent field.

2. Click +Add Agent.

   Note:

   The agent's login ID on each platform is the identifier used to get the agent details. This varies depending on the platform being used. For Amazon Connect, Genesys, and Five9 platforms, the agent's username or email address serves as the Login ID. For Cisco, Agent ID serves to be the Login ID. Use these details to get agent details.

The agent details are added and displayed in the Agent Details list on the page.

Enable Logging for All Agents

If you select Cloud Logs as the Log Destination, the All Agents checkbox is displayed. Select this checkbox to record logs for all agents without specifying them individually.

Important:

If you select Server Logs as Log Destination and have 100 GB hard disc, at a time, logs must be enabled for only 15 agents. There is no such limit for Cloud Logs.

Common Configuration

The Common Configuration tab includes parameters applicable to Server and Cloud Logs. However, only the Log Level field applies to Cloud Logs, while all other parameters are specific to Server Logs. These configurations control the Console logs, Dexie logs, Log level, and more. The mentioned configurations mentioned apply to all the components.

The following table lists the fields and their descriptions in the Common Configurations section.

To edit the information in the fields mentioned in the table, follow these steps:

1. Click the edit icon on the top-right above the fields.

2. Edit the required field.

3. Click Save.

You have now configured logs.

Notes:

If you update the log configuration while an agent layout is open, refresh the layout to apply the changes. If no layout is open, the updates take effect when the layout is launched.