Installation guide

Wave Contact Center Administrator Guide
Appendix B
Troubleshooting Contact Center Queues
CHAPTER CONTENTS
Troubleshooting queue behavior using queue logs
Queue logs can be an invaluable troubleshooting tool, helping you determine exactly why a call
did or did not go to a given agent. It can be especially useful to see the inner workings of
skills-based or custom routing (see Chapter ).
Queue logs are text file logs that show the step-by-step logic of queue routing in easy-to-read
detail. The logs list every action taken in or by the queue with timestamps showing when it
occurred, including:
• Agents signing in or out or changing status
• New calls arriving
• The process of filtering agents
• The numbers used to score available agents
• The numbers used to score waiting calls
Enabling queue logging
To enable queue logging:
1 Edit the queue in the Queue dialog.
2 On the Queue tab, check
Trace queue and agent activity to queue logs.
3 Click
OK.
Troubleshooting queue behavior using queue logs . . . . . . . . . . . . . . . . . . . . . . B-1
Troubleshooting agent issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3
Release 2.0 Service Pack 1
April 2011