Difference between revisions of "PEC-GPA/Current/Administrator/GplusTroubleshoot90"

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|Status=No
 
|Status=No
 
}}{{Section
 
}}{{Section
−
|sectionHeading=Screen Pop Notifications
+
|sectionHeading=Expanded screen pop events notifications
 
|anchor=ScreenPopNotifications
 
|anchor=ScreenPopNotifications
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext=To troubleshoot successful and failed screen pop record search, Gplus Adapter can display notifications informing you of why the Salesforce record was not found for screen pop.
+
|structuredtext=For troubleshooting purposes, you can configure Gplus Adapter to display the same notifications in Agent Workspace when Screen Pop events are successful or unsuccessful. To enable this feature, in the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentAnnex|display text=Agent Annex}}''' or '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Agent_Annex|anchor=AgentGroupAnnex|display text=Agent Group Annex}}''', create the '''salesforce.debug-notifications''' key in the '''crm-adapter''' section and set the value to '''true'''.
  
−
The following are examples of Salesforce error notifications when the Salesforce records are searched for screen pop:
+
This screenshot is an example of a confirmation notification:
 +
 
 +
[[File:GPA 900 Screen Pop Notification Sample.png]]
 +
 
 +
The notifications follow this basic form:
 +
===Media type===
 +
{{!}}The media type line of the notification displays either or both the ANI and DNIS for voice interactions, depending on whether the '''Use ANI in Screen Pop Search''' and the '''Use DNIS in Screen Pop Search''' options are configured in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}. Gplus Adapter applies the preprocessing rules that are specified by the '''Screen Pop Preprocessing Rule''' option.
 +
 
 +
For Email interactions, the email address is displayed.
 +
 
 +
This line is omitted for Chat and Workitem interactions, if no media type is found, and in the case where '''id_''' is found in the interaction '''userData'''.
 +
===KVP information===
 +
The KVP information line provides information about whether Gplus Adapter found key names in the interaction '''userData''' that matched '''id_''', '''cti_''', or a KVP specified by the '''RegEx to Match UserData''' option in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ScreenPop|display text=Agent Setup}}.
 +
===Salesforce search result===
 +
The number of matching records found and record type and name information. If no records are found, the message "Salesforce search returned 0 records" is displayed. Multiple records might be found when the search relies upon matching a phone number or email address as sometimes more than one individual shares a phone number or email address.
 +
 
 +
===Sample messages===
 +
The following are sample messages for different Screen Pop scenarios:
  
 
<ul>
 
<ul>
−
<li><p>Screen pop by id where record search is by object id.</p>
+
<li><p>When KVP id_ exists in interaction userData</p>
−
<p>Record found and screen pop successful:</p>
+
[[File:WWE_900_KVP_id_exists_in_interaction_userData.png|Screen pop message when id_ exists in the interaction userData|400px]]
−
[[File:xx.png|400px]]
+
</li>
−
<p>Incorrect record found but screen pop successful:</p>
+
<li><p>When Matching KVP exists in interaction userData</p>
−
[[File:xx.png|400px]]
+
[[File:WWE_900_Matching_KVP_exist_in_interaction_userData.png|Screen pop message when Matching KVP exists in interaction userData|400px]]
−
<p>Record not found and screen pop unsuccessful:</p>
+
</li>
−
[[File:xx.png|400px]]
+
<li><p>Matching KVP doesn't exist in interaction userData</p>
 +
[[File:WWE_900_Matching_KVP_doesnt_exist_in_interaction_userData.png|Screen pop message when Matching KVP doesn't exist in interaction userData|400px]]
 +
</li>
 +
<li><p>Salesforce search returns one record</p>
 +
[[File:WWE_900_Salesforce_search_returns_1_record.png|Screen pop message when Salesforce search returns one record|400px]]
 
</li>
 
</li>
−
<li><p>Screen pop by record search is by query.</p>
+
<li><p>Salesforce search returns multiple results</p>
−
<p>Record found and screen pop successful:</p>
+
[[File:WWE_900_Salesforce_search_returns_multiple_results.png|Screen pop message when Salesforce search returns multiple results|400px]]
−
[[File:xx.png|400px]]
 
−
<p>Record not found and screen pop unsuccessful:</p>
 
−
[[File:xx.png|400px]]
 
 
</li>
 
</li>
−
<li><p>Create new record and screen pop.</p>
+
<li><p>Salesforce Search returns 0 records</p>
−
<p>Record created and screen pop successful:</p>
+
[[File:WWE_900_Salesforce_Search_returns_0_records.png|Screen pop message when Salesforce Search returns 0 records|400px]]
−
[[File:xx.png|400px]]
 
−
<p>Record not created and screen pop unsuccessful:</p>
 
−
[[File:xx.png|400px]]
 
 
</li>
 
</li>
 
</ul>
 
</ul>
 +
===Finding your notifications in Agent Workspace===
 +
In Agent Workspace, notifications display for a short time. To access all the notifications, open the Agent Workspace '''Notifications''' view from the Side Bar.
 +
 +
[[File:GPA 900 WWE Notifications Icon.png]]
 +
===More troubleshooting===
 +
For more information about troubleshooting Gplus Adapter for Salesforce, refer to {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusTroubleshoot90}}.
 
|Status=Yes
 
|Status=Yes
 
}}{{Section
 
}}{{Section
−
|anchor=BrowserLogs
+
|sectionHeading=Gplus information in browser log
 +
|anchor=BrowserLog
 
|alignment=Vertical
 
|alignment=Vertical
−
|structuredtext={{NoteFormat|For troubleshooting purposes, Gplus Adapter writes the list of all agent level crm-adapter option settings to the browser log.|2}}
+
|structuredtext=For troubleshooting purposes, Gplus Adapter writes the list of all agent level '''crm-adapter''' option settings to the browser log.
 +
 
 +
Gplus Adapter also automatically writes messages to the browser log when Screen Pop events are successful or unsuccessful, showing all the search results that Gplus found in the interaction media type, the interaction userData, and the Salesforce records database. The messages helps you to identify the root cause when a Screen Pop is unsuccessful.
 +
 
 +
To find the Screen Pop browser log message, search the log for the following string: '''Screen Pop processing'''
 +
 
 +
The following is an example of a browser log message for a successful Screen Pop:
 +
 
 +
<source lang="text">
 +
2022-08-16 14:04:41.230 [DEBUG] [WWE.Main.Application] Screen Pop processing:
 +
ANI = 647401
 +
KVP matching cti_ found in interaction userData:
 +
cti_LastName = Willard
 +
 
 +
Salesforce search returned 1 record:
 +
Type: Contact
 +
Name: Willard Clinton
 +
</source>
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Revision as of 18:56, August 23, 2022

This topic is part of the manual Gplus Adapter for Salesforce Administrator's Guide for version Current of Gplus Adapter for Salesforce.

If you are having issues with Gplus Adapter integration with Salesforce, you can try some of these solutions.

Expanded troubleshooting notifications

To configure troubleshooting and confirmation notifications, in the Agent Annex or Agent Group Annex, create the salesforce.debug-notifications key in the crm-adapter section and set the value to true.

Salesforce Client API saveLog() method error Notifications

To troubleshoot Salesforce Client API saveLog() method errors, Gplus Adapter can display notifications. To fix saveLog() method errors, validate your Salesforce configuration, and ensure that the interaction data matches your Salesforce configuration.

The following are examples of Salesforce error notifications when the Salesforce saveLog() method is called:

  • Mismatch between the name of the field in custom field mapping and Salesforce field label for Activity object.

    GAPI 900 Gplus Field Mismatch Error.png

  • When interaction userData type does not match Salesforce object custom field data type.

    GAPI 900 Gplus Type Mismatch Error.png

  • When Salesforce Object validation rule formula results in an error.

    GAPI 900 Gplus Object Doesnt Match Error.png

Expanded screen pop events notifications

For troubleshooting purposes, you can configure Gplus Adapter to display the same notifications in Agent Workspace when Screen Pop events are successful or unsuccessful. To enable this feature, in the Agent Annex or Agent Group Annex, create the salesforce.debug-notifications key in the crm-adapter section and set the value to true.

This screenshot is an example of a confirmation notification:

GPA 900 Screen Pop Notification Sample.png

The notifications follow this basic form:

Media type

|The media type line of the notification displays either or both the ANI and DNIS for voice interactions, depending on whether the Use ANI in Screen Pop Search and the Use DNIS in Screen Pop Search options are configured in Agent Setup. Gplus Adapter applies the preprocessing rules that are specified by the Screen Pop Preprocessing Rule option.

For Email interactions, the email address is displayed.

This line is omitted for Chat and Workitem interactions, if no media type is found, and in the case where id_ is found in the interaction userData.

KVP information

The KVP information line provides information about whether Gplus Adapter found key names in the interaction userData that matched id_, cti_, or a KVP specified by the RegEx to Match UserData option in Agent Setup.

Salesforce search result

The number of matching records found and record type and name information. If no records are found, the message "Salesforce search returned 0 records" is displayed. Multiple records might be found when the search relies upon matching a phone number or email address as sometimes more than one individual shares a phone number or email address.

Sample messages

The following are sample messages for different Screen Pop scenarios:

  • When KVP id_ exists in interaction userData

    Screen pop message when id_ exists in the interaction userData

  • When Matching KVP exists in interaction userData

    Screen pop message when Matching KVP exists in interaction userData

  • Matching KVP doesn't exist in interaction userData

    Screen pop message when Matching KVP doesn't exist in interaction userData

  • Salesforce search returns one record

    Screen pop message when Salesforce search returns one record

  • Salesforce search returns multiple results

    Screen pop message when Salesforce search returns multiple results

  • Salesforce Search returns 0 records

    Screen pop message when Salesforce Search returns 0 records

Finding your notifications in Agent Workspace

In Agent Workspace, notifications display for a short time. To access all the notifications, open the Agent Workspace Notifications view from the Side Bar.

GPA 900 WWE Notifications Icon.png

More troubleshooting

For more information about troubleshooting Gplus Adapter for Salesforce, refer to Troubleshooting Gplus Adapter Integration with Salesforce.

Gplus information in browser log

For troubleshooting purposes, Gplus Adapter writes the list of all agent level crm-adapter option settings to the browser log.

Gplus Adapter also automatically writes messages to the browser log when Screen Pop events are successful or unsuccessful, showing all the search results that Gplus found in the interaction media type, the interaction userData, and the Salesforce records database. The messages helps you to identify the root cause when a Screen Pop is unsuccessful.

To find the Screen Pop browser log message, search the log for the following string: Screen Pop processing

The following is an example of a browser log message for a successful Screen Pop: 

2022-08-16 14:04:41.230 [DEBUG] [WWE.Main.Application] Screen Pop processing:
ANI = 647401
KVP matching cti_ found in interaction userData:
cti_LastName = Willard

Salesforce search returned 1 record:
Type: Contact
Name: Willard Clinton
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