6.1.3. Error Logs

Within the Natterbox app in Salesforce, the Error Logs page holds a record of each error created during operation, both automatically created by the system and manually entered by a user.

The Error Logs Page

• Select the Error Logs link from the Admin Home tab.
   

This opens the Error Logs page, a sub-page of the Admin Home tab, which displays Recently Viewed logs as a default.

• Change view as required by selecting a defined view from the dropdown list.
  

  

  • Views can be created (click Create New View), edited (select the appropriate view and click Edit) and deleted (select the appropriate view and click Delete) if required to apply specific filters to the list and save those filters for future use.

Error logs are listed according to the view selected.

Various actions can be taken with reference to an error log in line with all Salesforce error logging.

• New Error Log - click this button to open the screen to create a new, manually entered, error log.

• Change Owner - select the appropriate log and click this button to assign an error log to a different user to its current owner.

• Refresh - click this button to refresh the list after any changes are made to a log.

• View a log - click the Error Index number to open the log for viewing. From here the log can be Edited, Deleted, Cloned and Submitted for Approval.

• Edit a log - click the link corresponding to the log to be edited. All details except the Error Index number and Owner (which can be changed with Change Owner) can be edited as required.

• Delete a log - click the link corresponding to the log to be deleted.

Insight Error Logs

The functionality that supports Insights has certain specific errors to warn of potential issues. There are also times where generic Salesforce errors may be triggered - these can be checked against Salesforce references to understand the problem. Following is a list of all known errors, when they are triggered and where they can be viewed.

Scheduled Job

The Insights Scheduled Job (which can be stopped or started within System and Security in the Admin Home tab) runs a predefined set of commands every five minutes. If any of those commands do not complete successfully, an error is triggered.

Failure of Transcript (Displayed Within Insights)

If there is an error related to loading an Insight transcript and no player icon appears, this is considered a failure: it adds a record to Insight Failure. The transcript normally takes no longer than 20 minutes from the completion of the call to process and be displayed (though this could be up to 40 minutes at peak times). If there is an error with the transcript, after producing the error, a retry will run (two minutes after failure, five minutes after failure, then 10, 30, 60 and at increasing time intervals for seven days) to try and load the transcript to the Insight.

A failure related to an Insight is viewable from that Insight record (in the Insight Search tab, click the Go to Insight Record link corresponding to the appropriate Insight from the More Details column, then click the Related tab to find the Insight Failures section). The following errors trigger the creation of a failure:

• If there is any issue requesting, processing or downloading a transcription.

Other Scheduled Job Errors (Displayed in the Error Log Page)

Any other errors that occur when the Scheduled Job runs are listed on the Error Logs page, which is available via the Admin Home tab.

• If there is any issue when authenticating with API.

  • This error starts with "API Error For Call Queue Auth:"

• If there is any issue when calling API for transcription (this is classed as a Failure, and is displayed in the Insight record as detailed above, but it also adds the message here).

  • This error starts with "API Error For Insights Transcription for UUID:"

• Any other errors are Salesforce error codes.

  • These start with "API Error For Insights:"

If any of these errors are triggered, the Scheduled Job adds a single Error Log which holds all errors (whether there is just one, or more than one) found during that run of the job.

Insight Search Page

Any issue that might arise within the Insight Search page triggers an error message. These are displayed on the screen as and when they occur.

• These are Salesforce error codes.

Insight Player Page

Any issue that might arise within the Insight Player page triggers an error message. These are displayed on the screen as and when they occur.

• When creating or editing notes, an error is triggered if the request is malformed.

• Deleting notes may return a Salesforce error code.

Insight Notes Summary component for Home Page

Any issue that might arise within the Insight Notes Summary component (placed on a Salesforce home page) triggers an error message. These are displayed on the screen as and when they occur.

• These are Salesforce error codes.