Genesys Cloud
Console log service to support historical log caching for easier troubleshooting

In a future release, Genesys Cloud will automatically cache up to five minutes of console logs on web and desktop clients before a user manually starts log recording. Currently, users must initiate Console log recording themselves, often after an issue has already occurred. This forces them to recreate the issue. With this update, Genesys Cloud will proactively store a short history of logs in the background. When the impacted user activates On Demand Console logging, the cached logs will provide immediate historical context, increasing the chances of capturing the actual problem without needing to reproduce it. This change only applies to web and desktop clients (not embedded clients). In addition to automatic caching, users will see improvements to how logging is activated and other enhancements to the logging user experience. These changes aim to reduce agent downtime, help administrators identify issues faster, and simplify support workflows by capturing critical log data as issues occur, and not just after logging starts.