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Version: 4.x

Error Reports

If you decide to export error reports and send them to us for troubleshooting, we will get detailed information about the data transferred from the ServiceNow Platform via the client to Cisco Finesse and back. The error reports are written by the client application which runs in the agent's browser. This means we track detailed information about the client application and the user who is using it. However, we are not able to look past the Finesse Server or the ServiceNow Platform.

Error reports may contain but are not limited to the following information:

  • Configuration used by the client application. Examples are:
    • Openframe configuration like height and width in pixels
    • Click-to-dial or lookup regex rules
    • Agent ID and extension (if stored in ServiceNow)
    • Finesse URIs and ports
    • ...
  • Unique Identifier (sys_id) of both the ServiceNow user and agent record
  • Details about the current state of the Finesse Servers. For Example:
    • Deployment Type (UCCE / UCCX)
    • License
    • Current State of the Finesse Server (IN_SERVICE / OUT_OF_SERVICE)
    • Timezone offsets
    • ...
  • Phone numbers dialed
  • Caller Identification data queried from the ServiceNow Platform (if available)
  • Call data received from the Cisco Contact Center like Call Variables or ECC Variables (based on the Contact Center configuration)
  • Detailed traces of all the events sent and received, to and from the Cisco Finesse Server
  • Detailed traces of all the events being sent and received, to and from the ServiceNow Platform
  • Detailed information about what the agent does and what is displayed on the screen

The last bullet point summarizes this section well. Error reports contain all data that was shown to the agent or transferred to the ServiceNow platform for storage. In fact, error reports are designed to allow us to reproduce the agent's GUI (the b+s Gadget GUI, not the ServiceNow GUI) exactly at any point in time captured by the report, for every browser window the user had open at the time of saving the error report.

How far back do Error Reports go?​

The amount of information captured is limited to 500 events. After this, the error report will be rolled over, meaning the oldest events will be discarded. Depending on how busy the client application is, error reports usually contain between 5 and 30 minutes of work prior to uploading the error report.

What data is removed from Error Reports?​

We remove all passwords from error reports prior to uploading them to the ServiceNow Platform.

Why is the data not pseudonymized?​

Error reports are used for troubleshooting and support. There are many cases where the data being processed in the application directly influences the behavior of the application. For example, a caller's phone number defines how the application may perform the caller identification. If we do not have access to the original data, we are not able to reproduce and make sense of the issue reported by the user.

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