You can report issues in NiCE CXone Agent Workspace for Microsoft Teams (Agent for Microsoft Teams) from inside the agent application. You administrator receives and reviews these in agent issues in NiCE CXone.
To report issues:
-
In Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), click Settings
in the left menu.
- Select the Report Issue tab.
- Select a Category.
- Select a Priority.
- To provide details about the issue, enter text in the Comment field.
- Check the box for Include Event Log to provide your administrator with a log of your activity in Agent Workspace for Microsoft Teams (Agent for Microsoft Teams). The level of data provided depends on how you've configured the Log Level setting on the Information .
- Click Send. A success message appears, saying that your issue has been submitted for review.
Download Diagnostic Logs
Agents can download browser diagnostic logs directly from the Settings app in Agent Workspace (Agent), simplifying troubleshooting and log collection. This provides quick access to essential diagnostic data, including network activity, application logs, and session information, without requiring manual browser-based steps. This functionality is most helpful when working with NiCE Technical Support.
-
In Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), click Settings in the left menu.
- Select the Report Issue tab.
- Click Download. This downloads the log file to the agent's local machine.