Obtaining CCP Logs for Error Handling
Purpose:
When a call center agent encounters an error with Service Cloud Voice/Amazon Connect, it is important to collect the agent’s CCP logs to help investigate what went wrong. Below you will find instructions on how to obtain those logs from the Omni-Channel utility.
Instructions:
After you encounter an error, open your Omni-Channel utility and select the setup button (which looks like a gear icon)
From the setup menu, select the Download Agent Debug Information hyperlink.
The CCP log will download as a .txt file with the name of agent-log.txt
Email this .txt file to your System Administrator
