Agent Asist Logs

[Chandrashekar]

Hi team,

Agent Assist not working when we integrate with Genesys Cloud and also no logs were showing in GCP console. Request you to help on this. Basically Genesys Cloud sending a request to Google Agent assist and getting empty response from Google. When we check in Google console logs, we are not able to see any request , response and logs related to Agent Assist. Could you please help us on this like how to track the request and Response of Agent Assist 

[christianpaula]

Hi @Chandrashekar,

Welcome to Google Cloud Community!

First, let's check if the integration between Genesys Cloud and Google Agent Assist is properly configured. You can check if the integration is working by sending a test request to Agent Assist from Genesys Cloud. If you receive a response from Agent Assist, then the integration is properly configured.

If the integration is properly configured and you are still not receiving any response from Agent Assist, then it is possible that the request is not being sent to the correct endpoint or that the request is being blocked by a firewall or proxy.

To check if the request is being sent to the correct endpoint, you can check the request URL in the Genesys Cloud integration settings and ensure that it matches the Agent Assist endpoint URL.

If the request URL is correct, then you may need to check if there are any firewall or proxy settings that may be blocking the request from reaching Agent Assist. You can check with your IT team to confirm if there are any such settings.

As for the logs related to Agent Assist, you should be able to view the logs in the Cloud Logging console of your GCP project. To view the logs, you can follow these steps:

• Go to the GCP console and select your project.
• Select the "Logging" section from the left-hand navigation menu.
• In the search bar, enter "agent assist" to filter the logs related to Agent Assist.
• You should be able to see the logs related to Agent Assist in the search results.

If you are still unable to see any logs related to Agent Assist, then it is possible that the logs are not being generated due to a misconfiguration in your GCP project. You may need to check your project settings to ensure that logging is properly configured. You may also want to contact Google Cloud Support for further help and investigation on your project.

Thanks