How it works
In the browser, the Agent Collector captures the softphone’s log entries and attaches each one to the contact that was active at the time. That makes every error answerable: which agent, which contact, which moment.Where to look
- Logs and Errors dashboard — error counts by type, agent, and time. Start here when several agents report the same symptom.
- Agent Overview dashboard — errors for one agent, alongside their network and device data.
- Calls and logs — the raw log entries for a single contact.
Reading the counts
One error on one contact is noise. The same error across many agents at the same time is infrastructure — a proxy, a firewall rule, or a network path. Sort by error type first, then by how many distinct agents it touches.Platform specifics
Error names come from the softphone, so they differ by platform.- Amazon Connect: CCP error and agent state reference — every CCP (Contact Control Panel) error and agent state, with likely causes.
Related
- Proxies and the agent softphone — the most common cause of clustered signaling errors.
- Why missed-call data varies with collector coverage — reading missed calls when not every agent runs the Agent Collector.
- Tools and logs — getting the raw logs out of Operata.
- CCP error logs — the field schema Operata stores.