Using the Web Access Log

The following describes how to access and interrogate the Web Access Log Agent report, which provides a chronological list of sessions where:

  • Agents have logged into the Cxp Agent Experience.
  • Website Users have logged into the Admin portal.
  • An automated process created the session, with no user specified.

As such, this report is useful for diagnosing issues individuals may encounter during their sessions.

The report includes the following details about each session:

  • The Session ID, which you can click to access more detailed information about that session.
  • The Start date and time.
  • The approximate End date and time, which will indicate if the session is yet to end.
  • The name of the User/Operator, where available.

    In the case of a the Cxp Agent Experience Agent session, you'll also have a link to view all of that Agent's Sessions, as well as their system profile (Op Details).

  • The name of the Customer/Admin organisation to which the individual belongs.

Clicking the ID link of any session in the report will open a new browser tab containing a detailed summary of that session. This summary will vary depending on the type of session (e.g. Admin portal, Cxp), but might include:

  • The URL used for the session.
  • The user's IP address.
  • Any software versions relevant to their session (e.g. Cxp version).
  • The user's web browser.

Below this, you'll find a comprehensive list of all actions taken during the session, including:

  • Calls taken, including start and end times, and events during each call.
  • Changing states (e.g. busy, on break).
  • System messages, such as initialisation of widgets and other technical data, allowing analysis of problems on the client or server side, such as lag between repeated button presses and server responses.

    If an Agent reports their software is running slowly, this page can be used to find the time of the incident and see if button click backlog is to blame, for example.

  • Selecting tabs, clicking buttons.

Implementation

  1. Access the reports page containing the web access log.
    1. Hover your company name in the top-left corner of the screen to reveal the context menu.

    2. Click Web Access Log.

  1. Use the On... drop-down to report on one of the following:
    • All calls for your organisation.
    • Inbound calls for your organisation.
    • Calls specific to a single organisation.
    • Calls specific to a single service or number.
    • Calls specific to a single Agent.
    • Calls specific to an Agent group.
  2. Use the Over... drop-down to choose the reporting period, which can be a single day, month, or year; a certain period in the past (e.g. last 7 days); or a specific date range.

    The maximum date range for this type of report is three months.

    We recommend keeping the reporting period as small as you can, particularly if you expect the report to fetch a lot of data. Large data sets can have a detrimental impact on page performance.

  1. By default, the entire duration (midnight to midnight) of every day of the week will be included in reports. If you'd prefer them to only include data for specific times or days of the week, tick the Time Slices check box. This will reveal additional options that will let you pick the days to include, and a start and end time for the reporting period.

  1. Click Update to display the report based on your choices.

When viewing the report, you can use the Previous and Next buttons to move backward and forwards through its history; for example, if you are viewing a 24-hour period and press Previous, the report will refresh to display values from the previous 24 hours, and so on.