What's it for?
The Errors and Logs generated by the softphone help get to the detail of why features fail, calls disconnect, or other issues.
Playbook 5 displays Errors and Logs into easy-to-understand, timeline dashboards to quickly identify trends and correlations to agent reported issues, other service outages, and crucially change.
Operata continuously captures and stores these Logs centrally, which can be filtered by time and agent, then downloaded within seconds - here's how.
How to use it?
The two tabs in this dashboard detail the Softphone Error States and Softphone Logs
Quick tip: Filters can be set to any time range, granularity, agents and location - selecting the segment of a pie chart is a quick way to filter.
Note: (28 days) chart titles don't update if you change the reporting period
Softphone Logs
The trend of softphone logs, by type and agent.
What the fields show....
CCP Logs [By Log Type] (7 days) - Timeline view on the total number of softphone logs, by type.
CCP Logs [By Agent] (28 days) - Timeline view on the total number of softphone logs, by agent.
CCP Logs [By Agent] (28 days) - Number and percentage on CCP Logs.
CCP Logs [By Log Type and Agent] (28 days) - The inner ring shows a Summary of Logs by type and the outer ring shows the agents with the Logs.
CCP Logs [By Log Type] (28 days) - Table view of Log type counts by agent.
Contact CCP Logs [By Log Type] (28 days) - Table view of Logs with the associated CallID.
Softphone Error States
The trend of softphone errors, by type and agent,
What the fields show....
# Softphone Error States (7 days) - Timeline view on the total number of softphone errors by type
# Softphone Error States (28 days) - Timeline view on the total number of softphone errors by type
# Softphone Error State Breakdown (28 days) - Number and percentage of errors by type.
# Softphone Error State Breakdown (28 days) - The inner ring shows a Summary of errors by type and the outer ring the agents with the errors.
# Agent Softphone Error State Table (28 days) - Table view of error type counts by agent.
# Contact Softphone Error State Table (28 days) - Table view of errors with the associated contact_id.