Troubleshoot Webex Contact Center Agent Desktop
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Contents
Introduction
This document describes how to troubleshoot Webex Contact Center (WxCC) related issues and how to gather relevant information for TAC.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
- WxCC
- Contact Center and Voice Over Internet Protocol (VoIP)
- HTTP/Websocket connections
Components Used
This document is not restricted to specific software and hardware versions.
- WxCC Agent desktop application
- WxCC Portal
- WxCC Reporting Analytics
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.
Webex Contact Center Agent Desktop
Image 1.0: High Level connection image
Agent Desktop Requirements
The Agent Desktop requires the mentioned setup to ensure that all features work as expected before you attempt to sign in for the first time.
System Requirements
The minimum system requirements are:
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Memory — 2 GB overall application RAM, without the operating system allocation.
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Operating System — The supported operating systems (OS) are:
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Windows 10 and later
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macOS 10.12, 10.13, 10.14 and later
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Chrome OS 70 (64-bit) and later
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Browser Requirements
The table lists the supported browsers.
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Operating System |
Browser Version |
|---|---|
|
Windows 10 |
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macOS |
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Chrome OS |
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For more information please refer: Cisco Webex Contact Center Agent Desktop User Guide
Collect Generic Information for all Webex Contact Center Issues
- Problem Description - Gather complete information about the exact issue. Include information such as how many users are affected, the exact timestamp, is it a new deployment? and so on.
- Environment - On virtual desktop? Work from home? Connected via VPN?
- Configuration Changes - Any recent changes on WxCC or network?
- Business Impact - Define the exact business impact. Associate it to a number if possible. For example, this issue impacts 20 agents, 9 out of 10 calls to the call center fails, and so on.
- Customer Org ID: - This is found on the bottom of control hub page, as shown in the image.
Customer Org ID:
Common Issues, Troubleshoot Steps, and Data Collection for TAC
| Type of Issue | Description | Troubleshoot Steps | Details to Analyze | Data to Collect |
|---|---|---|---|---|
Agent Desktop Looses ConnectivityImage 1.1:Connection Failure. Trying to recover
Image 1.2: Network Error 
|
|
[Image: Good network connection] 
[Image: Bad network connection] 
[Image: Wifi network v/s Internet]
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Agent Desktop Agent Personal Statistics (APS) does not Load Data/Accurate DataImage 1: APS does not load (idbroker.webex.com refused to connect).
Image 2: APS does not load, "The data is unavailable or insufficient to render."
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Image 2: APS does not load, "The data is unavailable or insufficient to render".
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Image 2: APS does not load (idbroker.webex.com refused to connect)
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Capture Browser Logs
Browser logs are a great source of information to help understand browser behavior. There are times when Technical Assistance Center (TAC) asks you to provide browser logs to understand the communication and data exchange between the agent desktop and the server. Browser logs constitute Console logs and Network logs.
Download Error Report
The desktop application caches logs upto 1MB in browser cache automatically and it retains the latest logs unless the browser cache is cleared. To download the error report you can choose one of the these options.
- Load the desktop page on browser and press Ctrl+Shift+2. Click Save File and Download a local copy.
- Load the desktop page on browser, click the user profile circle on the top right corner of the screen, click Download Error Report.
Enable Timestamps on Your Browser
Before you collect browsers logs (or console logs) from Chrome or Firefox, enable timestamps on your browser. This helps synchronize client and server timings.
Enable timestamps and preserve logs upon navigation
Chrome
Step 1. From the menu bar, choose View > Developer > Developer Tools.
Step 2. Click the Customize and control Dev Tools button (3 vertical dots).
Step 3. Click Settings.
Step 4. Under Preferences, check these check boxes:
- Log XML HTTPRequests
- Show timestamps
- Preserve log upon navigation
Firefox
Step 1. From the menu bar, choose Tools > Web Developer > Toggle Tools.
Step 2. Click Customize Developer Tools and Get Help.
Step 3. Click Settings (the cog button).
Step 4. Check the Enable timestamps check box.
Collect Console Logs
The console gives you information about a page while that page is open. Ultimately, the messages you see in the console either come from the web developers who built the page, or the browser itself. When someone logs a message to the console, they can indicate the importance, or severity level, of the message.
Chrome or Firefox
Step 1. Open the Developer Tools (right-click anywhere on the browser and choose inspect).
Step 2. Perform the steps of the scenario to capture.
Step 3. Navigate to the Console Tab.
Step 4. Right-click and choose Save as (notepad text file).
- Right-click and choose Select All. Right-click and choose Copy.
- Paste that into a text file.
Step 5. Attach the text files to your support ticket.
Internet Explorer (IE)
Step 1. Press the F12 key to open the Developer Tools Window.
Step 2. In the Console tab, enter the AgentSDK.EnableIE11DebugLogging(true) command to enable extra logging.
Step 3. Perform the steps of the scenario to capture.
step 4. From the Console tab, right-click and choose Copy All as shown in the image.
Step 5. Enter the AgentSDK.EnableIE11DebugLogging(false) command to disable extra logging.
Collect Hyper Text Transfer Protocol Archive Format (HAR) Logs
The HTTP Archive format, or HAR, is a JSON-format archive for logging of a web browser's interaction with a site.
Chrome or Firefox
Step 1. Open Google Chrome and navigate to the page where the issue occurs.
step 2. Open the Developer Tools (right-click anywhere on the browser and choose inspect).
Step 3. Look for a round Record button (
) in the upper-left corner of the Network tab; red indicates record in is progress and grey indicates it is disabled.
Step 4. Check the Preserve log check box.
Step 5. Click the Clear button (
) to clear out any previous logs from the Network tab.
Step 6. Perform the steps of the scenario to capture.
Step 7. Right-click anywhere on the grid of network requests, choose Save as HAR with Content or Save all as HAR, and save the file to your computer.
Microsoft Edge or Microsoft Internet Explorer
Step 1. Browse to the URL where you wish to start the capture.
Step 2. Navigate to Developer Tools (use F12 as a shortcut) and click the Network tab.
Step 3. Perform the steps of the scenario to capture.
Step 4. Click Export as HAR.
Step 5. Click Save As... to save the HAR file (or Extensible Markup Language (XML) if you use an older version of Internet Explorer).
Revision History
| Revision | Publish Date | Comments |
|---|---|---|
2.0 |
29-Aug-2024 |
Updated Introduction, Alt Text, Machine Translation, Style Requirements, and Formatting. |
1.0 |
19-Jan-2022 |
Initial Release |
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