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Contributed by Bhushan Suresh, Cisco TAC Engineer.

Prerequisites

Requirements

Cisco recommends, that you have knowledge of these topics:

• Webex Contact Center (WxCC) 2.0
• Google DialogFlow

Components Used

The information in this document is based on these software versions:

• WxCC 2.0
• Google DialogFlow

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, ensure that you understand the potential impact of any command.

Gather Troubleshooting Information

• Contact session ID of the call from Analyzer
• Verify the intents that match from DialogFlow
• Collect the virtual agent session ID and StackDriver logs

Contact Session ID of the Call From Analyzer

Collect the Contact session ID and the timestamp from the analyzer.

IVR Script Name field on Analyzer can be used to check the script (or flow) the contact hit.

Verifying the Intents Match From DialogFlow

DialogFlow is a useful tool for seeing the conversations between the virtual agent and the user. The link to access DialogFlow is HERE.

From the DialogFlow page, access the History section and select the correct timeframe:

An example of a successful conversation between a user and the virtual agent would look similar to this:

An example of a potentially problematic conversation between a User and the Agent can be seen here, where there is no intent that matches the response from the User:

Check the escalate intent to see if there are any phrases that match:

Using StackDriver logs

If the general configuration of the virtual agent (Intents) on DialogFlow is correct and if there are issues with the user not hearing the phrases or the phrases are matches, but calls are not getting queued for an available agent, the information from StackDriver is useful and can be presented to TAC:

For the conversation that is having the issue, from DialogFlow, select the Agent conversation and select View logs in StackDriver

Note: The StackDriver logs on the Google console page are enabled by default. You can access the logs using this LINK.

Once selected, copy and note down the session ID of the conversation. This session ID is unique to the full conversation on DialogFlow and Webex Contact Center:

Once the session ID is copied, please select "Edit query":

Copy and paste the session ID in the dialog box and hit RUN Query:

Once the query is run, all the conversations for that interaction must be loaded. Proceed with Downloading the logs:

Save the logs either as JSON or CSV files and present them to the TAC along with the session ID of this conversation with the virtual agent: