Virtual Agent troubleshooting

Is Virtual Agent active?

• Navigate to CloudFormation and select the Virtual Agent stack and then Resources.
• Select the Physical ID

• Deployments and tasks should show 1/1

• Tasks should show Running
• This is the best place to also stop and start Virtual Agent.

Is the Virtual Agent logged in?

• The first place to look is the Amazon Connect Console - real-time agent metrics, should show the logged in Virtual Agent.

To check within the AWS stack.

• Navigate to CloudFormation and select the stack created for the Virtual Agent.
• Under the Resources tab, expand the VirtualAgent resource and navigate to the ECS cluster created by the stack, you should now be in ECS looking at the virtual agent cluster.
• Click through to the service that should be named along the lines of <your-stack-name>VirtualAgent.
• From this view of the service select the Logs tab.
• The logs describe which login flow is being used:
  • “Logging in using native CCP” for non SSO users
  • "Logging in using SSO Provider: <your-sso-provider>" for SSO users
  • If the agent was able to log in successfully, a message reading ‘logged in successfully’ should exist towards the start of the logs.
  • If it was unable to log in, instead a message reading ‘Failed to login’ will be present.

Note: The agent may retry logins if it fails, so there could be multiple failures before a successful login in cases where configurations have changed. If the service has been alive for a long time, multiple successful logins could also be present due to session refreshing.

Next steps

Verify that the Agent ID created for the Virtual Agent can be logged in manually and can be seen in the Amazon Connect console.

• If no SSO check the Agent ID and password details used when creating the Virtual Agent.
• If using SSO, then use a browser to access the Login URL and login using the AgentUsername and AgentPassword that have been configured in the Virtual Agent CloudFormation Template.