What's it for?

The Errors and Logs generated by the Amazon Connect softphone help get to the detail of why features fail, calls disconnect, or other issues.

Playbook 5 categorises 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.

How to use it?

The three tabs in this dashboard detail the errors and type of logs collected.

Filters can be set to any time range, granularity, agent and ISP/Network.

By default data for the last 7-days.

Softphone Errors - Agent tab

The trend of softphone errors, by type and agent,

What the fields show....

  • # Softphone Errors - Timeline view on the total number of softphone errors, vs the same period in the prior week.

  • # Softphone Errors (By Type) - Timeline view of the number of softphone errors, by type.

  • Softphone Errors - Percentage of softphone errors, by type. [selecting a segment, filters for all views]

  • Softphone Errors by Agent - Percentage of softphone errors, by agent. [selecting a segment, filters for all views]

Softphone Logs - Agent tab

The trend of softphone logs, by type and agent,

What the fields show....

  • # Softphone Logs - Timeline view on the total number of softphone logs, vs the same period in the prior week.

  • # Most Common Logs (By Type) - Timeline view of the most common softphone logs by type.

  • # Softphone Logs (By Agent) - Table view of softphone log types, by agent.

  • Softphone Logs - Percentage of softphone logs, by type. [selecting a segment, filters for all views]

  • Softphone Logs By Agents - Percentage of softphone logs, by agent. [selecting a segment, filters for all views]

Softphone Logs - Category

The trend of softphone logs, by category, to highlight issues common to specific log types.

What the fields show....

  • # Softphone Logs (By Log Category) - Timeline view of the most common softphone logs by category.

  • # Most Common Logs (By Type) - Timeline view of the most common softphone logs by type.

  • Softphone Logs By Log Category - - Percentage of softphone logs, by category. [selecting a segment, filters for all views]

  • Softphone Logs By Type- Percentage of softphone logs, by type. [selecting a segment, filters for all views]

Downloading CCP logs

The link below details the process to filter and download the CCP logs.

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