We had an agent report issues with receiving transferred calls or when transferring them from Finesse to someone else internally. She said at the time of transfer that it would kick her out of Finesse causing her to have to log back into it. I ran an Agent State Detail report and found that she had some instances of Phone Failure and Connection Failure over the course of the month. I am looking for a way to determine more detail about those instances. I tried using RTMT to collect log files but nothing I collected was helpful unless I'm not picking the right items. I chose Trace & Log Central > Finesse > And then certain logs that looked as though they could be useful but didn't really bear fruit.
I'm new to Cisco and telephony so thanks for any help you can provide.
