Objective
A possible issue with ICA is that chat events do not reach the 8x8 Contact Center. This could be a whole chat session or just a single message.
If you have checked our How to Check if an ICA Chat Reached 8x8 Contact Center and determined that an ICA chat session did not reach our 8x8 Contact Center platform at all, you can use this guide to see if the call flow in Cognigy reached a handover event to pass the interaction to an 8x8 Contact Center queue.
Applies To
- 8x8 Contact Center
- Intelligent Customer Assistant (ICA)
- Cognigy
Procedure
To check if a chat attempted to handover to an agent, you will need to check the logs within Cognigy to see if the handover event occurred.
- Log in to your Cognigy platform.
- Click on the agent experiencing the issue.
- Expand the Build tab and select Flows.
- Select the Flow experiencing the issue.
- Find the Handover to Agent node in the flow.
- Click on the + above the Handover node and select a Code node.
- In the Code node setting, insert a debug message. Example: api.log(“debug”,”this is a debug message”)
- Recreate your issue.
- Expand the Test tab and select Logs.
- Enable the Debug filter.
- Search through the logs to see if you can find your debug message.
