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Centralized Logging

Introduction​

Centralized logging allows for easy access to NEONNOW agent logs without requiring agents to manually download their logs and send to helpdesk for triage.

When centralized logging is enabled, agent logs are centrally streamed to Amazon Cloudwatch, allowing for retrospective searching, dashboarding etc.

Prerequisites​

Firstly, ensure your integration role contains the CloudWatch (logs:*) privilege. If not you will be presented with a warning in the configuration screen.

Configuration​

Configure in Admin, within the Operations section 'Agent Logs' as follows:

  • Configure log level - set to one of:
    • All Logs - all local logs are streamed - both Amazon Connect and Contact Centre
    • Amazon Connect Logs - only Amazon Connect Logs (core CCP/Streams Logs) are streamed
    • Contact Center Logs - only Contact Centre logs are streamed, i.e. specific to NEONNOW actions
  • Configure for which agents Centralized Logging will be enabled, either:
    • Specific Agents - add agents you want to enable
    • All Agents - logging will be enabled for all agents.

CloudWatch​

Logs willl be written to Amazon Cloudwatch with the log group in the format NEONNOW-[Contact Centre]user-log.

Logs will be retained for 3 months by default. Logs can be ingested or redirected to other systems through Amazon Cloudwatch, for more information refer to the Amazon Cloudwatch logs documentation.