By: David Currier On: March 28, 2017 In: Interactive Intelligence Comments: 0

In the Genesys CIC/PureConnect platform, one of the most useful tools for gathering information about an interaction or troubleshooting unexpected behavior is the call log. Each interaction has a text log associated with it that will give some of the highlights of what happened. This is an incredibly useful tool that can quickly answer a number of questions about the interaction itself and how it was routed including:

  • Calling and called party numbers
  • Attendant profiles, schedules, menus, and selections involved
  • Queues, users, and stations involved
  • The interaction ID
  • The timing of various actions throughout the life of the interaction

There are several places that this can be found. Here are a few of the most common:

  • My Interactions or Call History – Right-click on an interaction and select Properties, then select the Log tab
  • IC Business Manager – In any queue view, right-click an interaction, select Properties, then the Log tab (pretty much the same as the example above)
  • The Interaction Details view in IC Business Manager (Reporting workspace, Tracker category)
  • … and the one that I’d like to focus on – the CallLog trace log file

 

CallLog Trace Log File

Each day, CIC/PureConnect writes trace log files for its subsystems that can be used for troubleshooting or information gathering purposes. These are generally only kept a few days, but provide a wealth of information. They should be stored on a dedicated drive partition on the server in a path similar to L:\I3\IC\Logs\<date>\

My first stop in troubleshooting a call is the CallLog.ininlog trace log file. When it is opened in the ININ Log Viewer, it may seem a bit overwhelming at a first glance. But there are really only a couple of things you need to know to be able to start getting good information out of it.

1.  How to search for a specific interaction ID – In the CallLog, the interaction ID is stored in the Ctx Attrib 1 column. To search for a specific interaction ID:

  • Select the Filter menu, then Filter Configuration…
  • In the Filter Configuration dialog, select the Filter menu, then Create Named Filter > Context Attribute
  • (Optional) Select the AND: (Unnamed) filter node that has been created and enter a friendly name for the filter such as “Interaction ID”, then select the File menu, then Save Filters – this will save the filter for future use
  • In the Context Attribute drop-down, select Ctx Attrib 1, then enter the interaction ID in the Search Item field, click Add, then clickOK

This will filter the log to only display the specified interaction.

2.  How to search for anything else – The true power of this trace log file is in the ability to create filters to search for other specific entries. Here are a few examples:

  • To search for all interactions containing a specific log entry, press Ctrl+Alt+F (or select Quick String Filter from the Filter menu), enter a search string, and click OK. In this example, I am searching for all calls that came into an Attendant profile (that has Add entry to the Interaction Log checked) called “ACME Support”. The Quick String Filter dialog is a simple, but incredibly powerful search tool that will quickly become your friend.
  • I could also extend the search above to find all calls that came into ACME Support, but have bulls-eye routing configured and waited in queue long enough to have a Tier 1 skill removed to allow a Tier 2 agent to be assigned the call. In the Filter Configuration Dialog, right-click the existing AND: (Default) filter node, and select String Match to add another string filter, and enter the desired text or expression.

This article barely scratches the surface of how this log can be used, but hopefully gives you a few tools and ideas to get started. If you have questions or need help figuring this out, please let me know.