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 logs help diagnose WebRTC issues. In addition, they help with call control issues.
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.