Troubleshooting Contact Center

This article guides you through troubleshooting issues in the Contact Center, covering topics like SSO, call quality, and UI problems. It emphasizes gathering key information, checking network and browser settings, and using AWS tools like the Amazon Connect Endpoint Test and CCP Log Parser. For persistent issues, it suggests logging an AWS support ticket and reviewing contact flow changes and CloudWatch logs.




The following article provides guidance on initial troubleshooting steps that
can be taken in the event you experience any issues with Zendesk for Contact Center
platform.
For Amazon Connect troubleshooting documentation, see here.
For steps on how to submit an AWS support ticket, see here.
This article contains the following topics:

General troubleshooting
Single sign-on (SSO) issues
Call or network quality issues
Amazon Connect CCP issues
Flow specific diagnosis
UI Issues



General troubleshooting

The following is important information to have on hand when troubleshooting
issues in Contact Center.

How many users are affected?
Clear steps to follow to reproduce the issue.
When was the issue first experienced?
Have the affected users tried refreshing their browsers, closed and
opened their browser, or tried using a different browser?
What part of the product or platform is the issue happening on, for
example, dashboards, the message text editor, the utility widget, or
similar.
Is there a workaround for the issue?
Is the issue reproducible in the Amazon Connect Contact Control Panel
(CCP)?
Have any changes been made to contact flows, queues, or routing
profiles in Amazon Connect?
Are the affected agents using softphone or desk phone settings?
Do you see any error messages in the browser console log or network
log at the time the issue occurs?




Single sign-on (SSO) issues

Typically issues could be due to the connection or web browser and internal
security policies which could be blocking access.
Try testing the following with the user:

Checking network connection and VPN.
Make sure the browser is up to date, particularly after a system
update.
Restart your browser, use a different browser.
Clear the browser cache.
If using VPC or VPC with PrivateLink, make sure you have adequate
permission to access in this manner.
You can also try authenticating in a private window of your browser to
avoid any cached credentials.

If the issue persists, log an AWS Support Case from your Amazon Console.
AWS will ask you to upload a HAR file attached to the support case. Export the HAR
file while replicating the issue and check the preserve logs button while working on
it.
For more information, see How to create a HAR file from a browser for an
AWS Support Case.



Call or network quality issues

In the event that call quality is impaired or an agent is experiencing
latency in the Contact Center desktop, follow the steps below for debugging
purposes:

AWS technical support ticket: When a networking issue has been
reported, we recommend that a ticket is submitted to AWS support
simultaneously. The ticket should include a full description of the issue
experienced by agents, the time of occurrence and the output logs of an
endpoint test and agent CCP logs (run by the agent who has experienced the
issue).

Amazon Connect Endpoint Test: Ask agents to run the Amazon Connect Endpoint Test using the
connectivity tool. The results are available for download as a
JSON file. You can load the results file into the tool by selecting the
Load previous results option. This option displays the
contents of the file visually and makes analysis easier. You can also
download a bookmark specifically for the provided instance to make
future tests easier to run.


CCP Log Parser: Downloaded agent logs can be reviewed in the CCP log parser tool for any errors. The CCP log
parser is an AWS tool for analyzing the agent logs and overall latency. The
output logs assist in troubleshooting any CCP related issues.


Other recommended troubleshooting:

Contact your Internet Service Provider to see if there are any
stability issues or latency problems.
Check to make sure that the WAN isn't congested.
If there is a QoS mechanism on your routers, try prioritizing Amazon
Connect voice traffic.




Amazon Connect CCP issues

If an issue is reproducible in the Amazon Connect CCP or agent workspace,
we recommend you log an AWS Technical Support Ticket and work with the AWS Support
team to troubleshoot the issue in the Amazon Connect CCP or workspace while Contact
Center is not open. ‍



Flow specific diagnosis

If changes have been made to contact flows, this could be the root cause
for various issues.
Review the related contact flows’ change history to confirm if recent
changes have been made, and by who.
Review the CloudWatch logs in Amazon Console for additional
information.



UI Issues


A hard browser refresh should resolve most UI related issues.
If the button to accept calls is not working, check that the agent
doesn’t have desk phone enabled in their agent settings, as this causes the call
to be forwarded to another phone number and they can’t accept the call from the
desktop.
Desktop shows the agent is logged in, but they do not receive
calls.
Refresh the page and re-authenticate to log back into Amazon
Connect.
If the user did not log out at the end of their shift, and
just closed the browser, the desktop won’t know their session has
expired until they interact with the page or refresh it.