Create a Call Sequence
The call sequence diagnostic tool helps you take a "snapshot" recording of all the phone events generated by your phone system for a certain amount of time. This snapshot can be used by technical support to diagnose and resolve a phone-related issue. During the recording, you must reproduce the issue. For best results, record the call sequence during a low-volume time of the day to avoid recording other calls and making it easier for technical support personnel to work with the data.
- Prepare to reproduce the issue that you want to record. For example, you could prepare a "diagnostic call" with your personal or desk phone by opening the agent application and ensuring that you will interact with the call.
- Navigate to the Troubleshooting page of the CXone Console.
- Click the Go to Call Sequence Diagnostic Tool button.
- Enter a Title and Description for the sequence recording.
- Click Start Logging when you are ready to reproduce the issue. You will be taken to a new sequence logging screen.
- Perform the necessary steps to reproduce your specific issue, and click Stop the recording when you are done. After stopping the recording, you will be taken back to the Troubleshooting page.
- You can play back or delete the recording from the History section of the Troubleshooting page.
- Contact the NICE CXone technical support team to troubleshoot the issue. They can access the recording by logging in to the Console as an administrator.
Assess Call Processing Issues
In the Average Phone Event Processing section of this page, you can view basic processing data for your call events. If your agents experience a sluggish system, such as delayed popups, you can verify these reports with data on this page. If events take longer than 5 seconds to process, then you should contact the NICE CXone technical support team to address the issue.