Uccx 7.0(1) agent chat logs

[Bar1s]

Hi dear all,

i am new with Uccx. Is that recording agent chat logs ? If is that possible how can i see chat logs ?

thanks

[joesnyde]

Hi Baris,

At the agent PC navigate to C:\Program Files\Cisco\Desktop\log\transcripts. The folder will only be present if the agent has used the chat function of CAD.

Regards

Joe

[Bar1s]

Hi Joe,

I am wondering about logs recording at the server ?

also supervisor can see agent chat logs?

thanks.

[joesnyde · Accepted solution]

Hi Baris,

The supervisor would see any chat transcripts with agents in the same directory on their PC; C:\Program Files\Cisco\Desktop\log\transcripts.

You could also view the chats in the FCCServer logs. From the RTMT, download the Cisco Desktop Call/Chat Service logs. You will need to search on the lines that are referring to the chat;

Example

2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2096] sendMsg: Begin.  senderUserType: Agent, senderExtension: 2001, messageType: Chat-Supervisor, message: test, destinationId: supervisor, messageDuration: 0, Priority: 0.

2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2106] sendMsg: is Valid application ID.

2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2126] sendMsg: Sender is an agent, using display name: agent one.

2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2336] sendMsg: Supervisor message.

2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2357] sendMsg: Sending to supervisor: supervisor.

2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5266] _sendSendMsg: Begin. destType: <1>, destID: , srcType: <0>, srcID: <2001>, srcName: , msgType: <1>, message: <test>, Priority: <0>, marqueeSecondsRemaining: <0>.

2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5286] _sendSendMsg: Supervisor job ID: 2011-10-18 08:04:53:873 DEBUG [0x31bcba0] CChatServer.cpp[5396] getTeamSnapshot: is Valid application ID.
2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2096] sendMsg: Begin.  senderUserType: Agent, senderExtension: 2001, messageType: Chat-Supervisor, message: test, destinationId: supervisor, messageDuration: 0, Priority: 0.
2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2106] sendMsg: is Valid application ID.
2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2126] sendMsg: Sender is an agent, using display name: agent one.
2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2336] sendMsg: Supervisor message.
2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[2357] sendMsg: Sending to supervisor: supervisor.
2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5266] _sendSendMsg: Begin. destType: <1>, destID: , srcType: <0>, srcID: <2001>, srcName: , msgType: <1>, message: <test>, Priority: <0>, marqueeSecondsRemaining: <0>.
2011-10-18 08:04:54:242 DEBUG [0x31bcba0] CChatServer.cpp[5286] _sendSendMsg: Supervisor job ID:

I hope that helps you out.

Joe