Contents

Introduction

Prerequisites

Requirements

Components Used

Collect Generic Information for all Webex Contact Center Issues

Common Issues

Inbound Call Failures

Outbound Call Failures

Call Quality Issues

Agent Applet / Desktop Issues

Multimedia Issues - Chat

Multimedia Issues - Email

Reporting Issues (Analyzer or Legacy)

Capture Browser Logs

Enable timestamps on your browser

Collect Console Logs

Collect Hyper Text Transfer Protocol Archive format (HAR) Logs

Introduction

The goal of this document is to help customers gather important information that helps the Technical Assistance Center (TAC) Engineer understand the issue better and help resolve the issues in a timely manner.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- Webex Contact Center (formerly Customer Journey Platform (CJP))

- Contact Center and Voice Over Internetworking Protocol (VoIP)

Note: This document is targeted towards customers and partners who have deployed Webex Contact Center to their network infrastructure.

Components Used

This document is not restricted to specific software and hardware versions.

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Collect Generic Information for all Webex Contact Center Issues

- Problem Description - Gather complete information about the exact issue. Include information such as how many users are affected, the exact timestamp, and so on.

- Setup Type - Is this a new deployment?

- Configuration Changes - Any recent changes on the Webex Contact Center Dashboard or the network?

- Business Impact - Define the exact business impact. Associate it to a number if possible. For example, this issue impacts 20 agents, 9 out of 10 calls to the call center fails, and so on.

- Tenant Name - This is found on the top right corner of the dashboard page.

Tenant Name

Customer Org ID: If Deployed through Control Hub

Common Issues

Type of Issue

Description

Details

Data to Collect

Inbound Call Failures

These are related to the inbound calls where caller dials into the system and experiences Interactive Voice Response (IVR) treatment for self-service before their interaction with agents.

- Does the agent phone ring or gets an error on the Agent Desktop?

- Is the agent unable to answer the call received on the phone?

- Are these failures specific to agents at a particular site?

- Are Agent Directory Numbers (DN) / Extensions added recently?

- What percentage of calls experience these failures?

- Is it dependent on area codes from specific location/s?

- Can the issue be recreated on demand?

- ANI or Session ID of the failure call

- Exact timestamp of the call failure

- Agent Information

- Screenshot of any error (ensure that all details are captured on the screen)

Outbound Call Failures

These are related to the outbound calls where the agent establishes the outbound call from Applet. The first call leg is established to agent phone. After the agent leg is established, call is attempted to the external party.

- Is the agent call leg established?

- Is there a significant delay to establish the call to the agent phone?

- Are these failures specific to agents at a particular site?

- Are Agent Directory Numbers (DN) / Extensions added recently?

- What percentage of calls experience these failures?

- Is it dependent on area codes from specific location/s?

- Can the issue be recreated on demand?

- ANI or Session ID of the failure call

- Exact timestamp of the call failure

- Agent Information

- Screenshot of any error (ensure that all details are captured on the screen)

Call Quality Issues

Webex Contact Center allows endpoint agnostic Automatic Call Distribution (ACD) to agents. The agent phone can be a mobile phone, deskphone or a third party soft client. When call quality issues occur, it needs investigation from all the parties involved in the call flow.

The best practice is to report the call quallity issue within 24 hours as the quality metrics of the call are logged for 24 hours. We need multiple examples due to the nature of the issue and multiple parties involved in the call flow.

- Does agent / caller hear music played over the call?

- If the call quality is poor, is it towards agent or caller or bi-directional?

- If it is specific to one-way audio then provide the specific direction in which the one-way audio is experienced?

- Are these failures specific to agents at a particular site?

- Are Agent Directory Numbers (DN) / Extensions added recently?

- What percentage of calls experience these failures?

- Is it dependent on area codes from specific location/s?

- Can the issue be recreated on demand?

- ANI or Session ID of the call

- Exact timestamp of the call failure

- Agent Information

- Jukebox recording of the call, if available

Agent Applet / Desktop Issues

Agent Applet is the web user interface (UI) for the agents to perform day-to-day operations on Voice, Email, Chat etc. If agent session loses connectivity for more than 120 seconds, they are logged out.

If multiple browser tabs / windows or desktop applications are in use, they can attribute to the poor performance of the Agent Applet / Desktop.

- Are agents randomly logged out or unable to log in?

- Is there an issue with agent personal statistics on the agent applet?

- Is the agent applet frozen?

- Is there any problem to update agent state changes?

- Are these failures specific to agents at a particular site?

- How many agents experience this issue?

- Are there any known network issues at the location?

- What is the browser type and version?

- Exact timestamp of the issue

- Agent Information

- Screenshot of any error (ensure that all details are captured on the screen)

- Browser logs

Multimedia Issues - Chat

Chat is part of the MultiMedia (MM) Omni-Channel feature of Webex Contact Center. Ensure that Chat is enabled for the Tenant and the agents are assigned to the associated queue in MMAdmin.

- Are the chats delivered to agents?

- Are the chats distributed correctly to the available agents?

- Does the agent see an option to receive chat when logged in to the Agent Desktop?

- Are Chat reason codes unavailable?

- Are you able to start the chat, but it stops right away with the reason:"Your Chat session has been ended Reason: Contact cannot be processed as no rule group"

- Are these failures specific to agents at a particular site?

- How many agents experience this issue?

- Are there any known network issues at the location?

- What is the browser type and version?

- Exact timestamp of the issue

- Agent Information

- Screenshot of any error (ensure that all details are captured on the screen)

Multimedia Issues - Email

Email is part of the MultiMedia (MM) Omni-Channel feature of Webex Contact Center. Ensure that Email is enabled for the Tenant and the agents are assigned to the associated queue in MMAdmin.

- Are the emails delivered to agents?

- Are the emails distributed correctly to the available agents?

- Is email routing impacted to specific queue or email account?

- Are these failures specific to agents at a particular site?

- How many agents experience this issue?

- Are there any known network issues at the location?

- What is the browser type and version?

- Exact timestamp of the issue

- Queue Name and Email address

- Agent Information

- Screenshot of any error (ensure that all details are captured on the screen)

Reporting Issues

(Analyzer or Legacy)

Real-Time Reports and Historical Reports constitute Legacy Reports of Webex Contact Center. Analyzer is the newest reporting solution available, which can be customized to a great extent. The data between Analyzer and Legacy Reports do not match exactly as the data is computed differently. There are multiple customization options available for Standard Reporting.

- Do Analyzer Visualization / Legacy Reports show data?

- Does Analyzer Visualization / Legacy Reports have data for the past few days?

- Does Analyzer Visualization show incorrect data when compared against Legacy Reports?

- Are calls stuck in the Queue / IVR?

- Are there any customizations or custom fields in the report?

- Are there any recent changes to the reports?

- Folder and the Report ID of the report in question

- Report export to show the issue

- Provide API Query if applicable

- Queue Name / Entry Point Name / Site Name

- Screenshot of any error (ensure that all details are captured on the screen)

Capture Browser Logs

Browser logs are a great source of information to help understand browser behavior. There are times when TAC asks you to provide browser logs to understand the communication and data exchange between the agent desktop and the server. Browser logs constitute Console logs and Network logs.

Enable timestamps on your browser

Before you collect browsers logs (or console logs) from Chrome or Firefox, enable timestamps on your browser. This helps synchronize client and server timings.

Enable timestamps and preserve logs upon navigation

Chrome

1. From the menu bar, choose View > Developer > Developer Tools.

2. Click the Customize and control Dev Tools button (3 vertical dots).

3. Click Settings.

4. Under Preferences, check these check boxes:

- Log XML HTTPRequests

- Show timestamps

- Preserve log upon navigation

Firefox

1. From the menu bar, choose Tools > Web Developer > Toggle Tools .

2. Click Customize Developer Tools and Get Help.

3. Click Settings (the cog button).

4. Check the Enable timestamps check box.

Collect Console Logs

The console gives you information about a page while that page is open. Ultimately, the messages you see in the console either come from the web developers who built the page, or the browser itself. When someone logs a message to the console, they can indicate the importance, or severity level, of the message.

Chrome or Firefox

1. Open the Developer Tools (right-click anywhere on the browser and choose inspect).

2. Perform the steps of the scenario to capture.

3. Navigate to the Console Tab.

4. Based on your browser:

- Right-click and choose Save as (notepad text file).

- Right-click and choose Select All. Right-click and choose Copy.

- Paste that into a text file.

5. Attach the text files to your support ticket.

Internet Explorer (IE)

1. Press the F12 key to open the Developer Tools Window.

2. In the Console tab, enter the AgentSDK.EnableIE11DebugLogging(true) command to enable extra logging.

3. Perform the steps of the scenario to capture.

4. From the Console tab, right-click and choose Copy All.

5. Enter the AgentSDK.EnableIE11DebugLogging(false) command to disable extra logging:

Collect Hyper Text Transfer Protocol Archive format (HAR) Logs

The HTTP Archive format, or HAR, is a JSON-format archive for logging of a web browser's interaction with a site.

Chrome or Firefox

1. Open Google Chrome and navigate to the page where the issue occurs.

2. Open the Developer Tools (right-click anywhere on the browser and choose inspect).

3. Look for a round Record button () in the upper-left corner of the Network tab; red indicates record in is progress and grey indicates it is disabled.

4. Check the Preserve log check box.

5. Click the Clear button () to clear out any previous logs from the Network tab.

6. Perform the steps of the scenario to capture.

7. Right-click anywhere on the grid of network requests, choose Save as HAR with Content or Save all as HAR, and save the file to your computer.

How to generate a HAR on Microsoft Edge or Microsoft Internet Explorer

1. Browse to the URL where you wish to start the capture.

2. Navigate to Developer Tools (use F12 as a shortcut) and click the Network tab.

3. Perform the steps of the scenario to capture.

4. Click Export as HAR.

5. Click Save As... to save the HAR file (or Extensible Markup Language (XML) if you use an older version of Internet Explorer).