Capturing Engage Logs

How to Capture Engage Logs (see attached pdf)

When an unexpected incident occurs, such as a call that drops, or an agent being paused without the softphone appearing, please follow these steps:

1. Use the Alt and PrtSc keys to create a screenshot, and paste this into an email (Control-V) .
2. Click on the About link at the upper right of the screen. This will bring up a window with two tabs – Logs and Voice Logs.
3. Select (Control A) and copy (Control C) the contents of the Log tab. Paste Control V) the contents into a Notebook text file.
4. Click on the Voice Log tab.
5. Select and copy the contents of the Voice Log tab, and paste the contents into a Notebook text file.
6. Attach the text files to the email, and send to your IT support contact, who will then open a case with LiveOps.