The Server Administrator can find and read the log files containing all the interactions history in:
/var/log/xcally/<channel>-interactions-info.log
These log files report all the actions made on a specific interaction id (like an email message, a chat session or an sms exchange and so on) and the agent/user name that performed that action.
Here you find some examples of the activities traced in the log files:
- Interaction status changes, disposition, close, etc.
- Interaction new/update/remove tags
- new outgoing messages in the interaction
- new message interaction accept
- message interaction reject
The files are per channel (10 files each on rotation) and have a maximum capacity of 100 MB for each file set (every file size is maximum 10 MB).
A typical format of the log file is the following:
[2018-05-11 17:09:54] [INFO] openchannel-interactions - [OPENCHANNELMESSAGE:CREATE] id=3 name=jane.miller role=agent interaction=7 body={"OpenchannelAccountId":1,"OpenchannelInteractionId":7,"UserId":3,"ContactId":6,"createdAt":1526051394797,"direction":"out","secret":false}
[2018-05-11 17:10:21] [INFO] openchannel-interactions - [OPENCHANNELINTERACTION:ADDTAGS] id=2 name=john.doe role=agent interaction=7 body={"id":7,"ids":[1,2,3]}
[2018-05-11 17:10:47] [INFO] openchannel-interactions - [OPENCHANNELINTERACTION:UPDATE] id=3 name=jane.miller role=agent interaction=7 body={"closed":true,"closedAt":1526051447894,"disposition":null,"id":7,"note":"new prospect"}
[2018-05-11 17:24:48] [INFO] openchannel-interactions - [OPENCHANNELMESSAGE:ACCEPT] id=3 name=jane.miller role=agent interaction=8 body={"UserId":3,"read":true,"readAt":"2018-05-11 17:24:48"}
[2018-05-11 17:24:48] [INFO] openchannel-interactions - [OPENCHANNELMESSAGE:ACCEPT] id=3 name=jane.miller role=agent interaction=8 body={"UserId":3,"read":true,"readAt":"2018-05-11 17:24:48"}
[2018-05-11 17:25:24] [INFO] openchannel-interactions - [OPENCHANNELMESSAGE:REJECT] id=2 name=john.doe role=agent interaction=8 body={"UserId":2}
The body content (body={"UserId":2}) is missing the following information for privacy reasons: message, html, phone, mobile and fax.