Gather console logs

When problems occur, console and network logs provide visibility into the actions and events on an agent’s computer. When combined with Cloud-side logging, browser logs (console logs and network logs) provide Customer Care with a full picture of an issue. Troubleshooting issues without complete information can be difficult, if not impossible.

To capture console logs, use one of the following methods:

• Automatic – You can enable automatic log capturing for specific users in Genesys Cloud. Automatic log capturing is the easiest method to capture console logs.
• Manual – You can instruct users to capture console logs manually. For more information, see instructions for the Chrome, Firefox, and Edge browsers and desktop app.