Vicidial Logs - System Issue or Agent Issue

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Vicidial Logs - System Issue or Agent Issue

Postby ramizuabhalim » Mon May 23, 2022 5:25 am

Hi Team,

May I have the suggestion or idea to check the call hang-up because of the system or agent?
Do we have any logs we can check and verified the details?
I know we can check the hang-up reason on the user stats but do we have any logs showed that hang-up by agent or system?

Thanks in advanced.
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Re: Vicidial Logs - System Issue or Agent Issue

Postby mflorell » Mon May 23, 2022 6:24 am

The agent screen debug logs can be enabled and will allow you to see every button click the agent made, including if they clicked on the Hangup Customer button before the call was terminated by the customer or not. These logs also show much more agent screen activity, and as such, take up a lot of space, which is why they are only kept for 7 days if it is enabled, so if you need to see this activity beyond that it will not be available.
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Re: Vicidial Logs - System Issue or Agent Issue

Postby ramizuabhalim » Mon May 23, 2022 6:37 am

Hi Matt,

Thanks for reply.
Means I need to enable this log at system setting right?
Change to 1 ?
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Re: Vicidial Logs - System Issue or Agent Issue

Postby mflorell » Mon May 23, 2022 7:49 am

Correct, to enable you need to go to System Settings and change it to '1' for all agents, or to only enable it for a single agent you can put the agent ID in that field.
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Re: Vicidial Logs - System Issue or Agent Issue

Postby ramizuabhalim » Mon May 23, 2022 12:03 pm

Hi Matt,

Thank you, I just enable it.
However, from that logs, how we can know that is hang-up by agent or caller or system?
Any keyword to differentiate I can find it from debug logs?
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Re: Vicidial Logs - System Issue or Agent Issue

Postby mflorell » Mon May 23, 2022 1:23 pm

If you see "DEAD" call before the agent hangs up, then the customer hung the call up first. If not, the agent hung the call up.
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Re: Vicidial Logs - System Issue or Agent Issue

Postby williamconley » Tue May 24, 2022 3:23 pm

ramizuabhalim wrote:... how we can know that is hang-up by agent or caller or system?


You can also modify the agent and click on "User Stats" and look in the "HANGUP REASON" column. It will show either Agent or Caller
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Re: Vicidial Logs - System Issue or Agent Issue

Postby ramizuabhalim » Tue May 31, 2022 8:39 pm

Hi Williamcoley,

Thank for your reply.
Yes, that is the report.
I just want the log activity in details.
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Re: Vicidial Logs - System Issue or Agent Issue

Postby williamconley » Wed Jun 01, 2022 3:16 pm

ramizuabhalim wrote:Hi Williamcoley,

Thank for your reply.
Yes, that is the report.
I just want the log activity in details.

Is this a question?

Cuz I heard "want to know who hung up the call" and responded with location to get that information.

You say you want the "log activity in details" doesn't indicate that there is information missing. So ... I'm stumped. Were you saying that we're done or that something is still missing?
Vicidial Installation and Repair, plus Hosting and Colocation
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