How to access and analyze agent logs in Contact Center

<p>This article explains how to download agent logs from Contact Center and how to analyze them using the Amazon Connect Contact Control Panel (CCP) Log Parser. Zendesk Support may ask for these logs during investigations.<br>This article contains the following topics:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01KPAVYCVQWZ307MMYHR64YF6S">Access agent logs</h3></div><div class="panel">
<p>Agent logs are a great resource for Zendesk Customer Support to diagnose and resolve issues with Zendesk Contact Center. Zendesk Support might ask for these logs during an investigation.</p>
<div class="p"><div class="note important">
<strong>Important:</strong> Download the logs immediately after the issue you report occurs. Logs don't persist through browser refreshes. If you refresh the browser or clear cache and cookies, you lose existing agent logs.</div></div>
<h4 id="native"><strong>To download agent logs in the Agent Workspace:</strong></h4>
<ol>
<li data-list-item-id="e0f497a6ac4f2375b60f336c6bf65202e">Click your profile image</li>
<li data-list-item-id="e39b37f2ea31ec5bc8c74eb62609f49cf">Click <strong>Manage profile</strong>
</li>
<li data-list-item-id="e2bef87c00a76cceaa4bbb0ba998f36ff">Click the <strong>Voice preferences</strong> tab</li>
<li data-list-item-id="effc63644fe085ccf1c62cc5530af2aa0">Under <strong>Download logs</strong>, click <strong>Download</strong>
</li>
</ol>
<figure class="wysiwyg-image"><img style="aspect-ratio: 1016/686;" src="https://support.zendesk.com/hc/article_attachments/10972534280858" alt="" width="1016" height="686"></figure><h4 id="app"><strong>To download agent logs in the Zendesk for Contact Center app:</strong></h4>
<ol>
<li data-list-item-id="e1596a2cc694b2626a7a2606928d7f676">In the Zendesk Contact Center app, click your profile image</li>
<li data-list-item-id="ee8d013768984ec73e071adb6edcf71a1">In the sidebar, click <strong>Agent Settings</strong>
</li>
<li data-list-item-id="e024315b09d07dc6bb757697d27838f72">Click <strong>... </strong>at the bottom and then click <strong>Download Logs</strong>
</li>
</ol>
<figure class="wysiwyg-image"><img style="aspect-ratio: 679/730;" src="https://support.zendesk.com/hc/article_attachments/10253969891098" alt="GIF of the log download process" width="679" height="730"></figure><p>The browser saves a text (TXT) file named <code>agent-log.txt</code> to your default directory. After the file downloads, you can rename it the same way you rename any other file on your computer.</p>
</div><div class="accordion"><h3 id="h_01KGQYNNKC18CWXE5P49VZSHYH">Analyze agent logs</h3></div><div class="panel">
<p>After you download the agent logs, navigate to <a href="https://tools.connect.aws/ccp-log-parser/index.html" target="_blank" rel="noopener noreferrer">Amazon Connect's CCP Log Parser</a> to analyze them. Drag and drop the downloaded <code>agent-log.txt</code> file into the parser:</p>
<p><img src="https://docs.aws.amazon.com/images/connect/latest/adminguide/images/log-parser.png" alt="The Amazon Connect CCP Log Parser interface that displays the file upload area for agent log analysis." width="634" height="403"></p>
<p>The <strong>Snapshots and Logs</strong> tab displays the logs recorded during the agent session. You can filter the logs by type. These logs don't persist when you refresh the browser.</p>
<p>Log entries appear collapsed, but most entries contain additional information. To see the original log object in JSON format, click the plus sign to expand or collapse the log lines.</p>
<figure class="wysiwyg-image"><img style="aspect-ratio: 3444/1150;" src="https://support.zendesk.com/hc/article_attachments/10270316137626" alt="Section that shows how to see the original log object in JSON format" width="3444" height="1150"></figure><p>On the left side of the log entry, select <strong>Snapshots</strong>, which appear periodically. Each snapshot displays the agent status from the retrieval period. Select a snapshot to highlight the section from that snapshot until the next snapshot.</p>
<p><img src="https://docs.aws.amazon.com/images/connect/latest/adminguide/images/log-parser-2.png" alt="The CCP Log Parser with the Snapshots panel that displays agent status information." width="925" height="689"></p>
<p>The following image displays a snapshot log with a softphone error.</p>
<p><img src="https://docs.aws.amazon.com/images/connect/latest/adminguide/images/log-parser-3.png" alt="The CCP Log Parser that displays a snapshot log with a softphone error message." width="1030" height="690"></p>
<p>The <strong>Metrics</strong> tab displays the following metrics:</p>
<ul>
<li data-list-item-id="e517c82a10fd665d82ae1e987b791cbbe">
<strong>Skew Metrics</strong> displays the difference in milliseconds between the local timestamp of the agent workstation on the client side and the Amazon Connect service timestamp on the server side</li>
<li data-list-item-id="e099d785932b086b8413a5ffab0328a31">
<strong>API Call Metrics</strong> displays the latency of the API call from CCP</li>
<li data-list-item-id="e9ad05c60eb4e9a489cb66c2303bc3fe7">
<strong>WebRTC Metrics</strong> is available if the call occurs through CCP. These metrics display the media stream condition during a call.</li>
</ul>
<p><img src="https://docs.aws.amazon.com/images/connect/latest/adminguide/images/log-parser-4.png" alt="The CCP Log Parser Metrics tab that displays Skew Metrics and API Call Metrics data." width="865" height="624"></p>
<p><img src="https://docs.aws.amazon.com/images/connect/latest/adminguide/images/log-parser-5.png" alt="The CCP Log Parser WebRTC Metrics section that displays media stream conditions during a call." width="1047" height="670"></p>
</div>