Gather console network logs
Genesys Cloud Customer Care can use console network logs, also called network logs, to help troubleshoot and diagnose various problems. The network log help diagnose WebRTC issues. In addition, it helps with call control issues.
Console and network logs provide visibility into the actions and events on an agent’s computer when problems occur. When combined with Cloud-side logging, console and network logs provide Customer Care with a full picture of an issue. It can be difficult, if not impossible, to troubleshoot issues with incomplete information.