Gather console logs

When problems occur, console and network logs provide visibility into the actions and events on an agent’s computer. Troubleshooting issues without complete information can be difficult. However, when combined with Cloud-side logging, browser logs (console logs and network logs) provide Customer Care with a full picture of the issue. 

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

• Automatic – Enable automatic Scheduled log capturing for specific users in Genesys Cloud. Automatic log capturing is the easiest method to capture console logs.
• On Demand – Users can use On Demand log capture to send console logs for their administrators to review.
• Manual – Instruct users to capture console logs manually. For more information, see instructions for the Chrome, Firefox, and Edge browsers and the desktop app.