Debug custom channels by reviewing the details of the channel's messages

Channel diagnostics show debugging information about recent messages sent and received via API calls made by a Custom channel. When diagnostics are available, there is a Channel diagnostics link for the channel on the Channels screen. Click the link to open the Channel Diagnostics report.

The Channel Diagnostics screen reports on the most recent communications on the selected custom channel. Each inbound and outbound message appears as a record in the listing.

On the report screen you can

• See overall metrics (above the filter fields) like count of messages inbound, outbound, with errors, and which are status messages

• Filter the records by IDs, timestamps, type of message, and status of the message.

  • From IDs are the Customer > Customer ID or Channel > Channel ID.

  • Status messages are the delivery status messages sent between the adapter and Medallia Conversations.

  • Errors are the codes and messages sent by the adapter

• Sort the list by clicking the heading of the column to reorder

• Export the list, as currently filtered, to a .CSV text file.

  • The export includes the records shown in the currently applied filter.

  • When no time-range filter is applied, the export includes the last 10 days of results.

  • When the file is ready to download, access from the Download Center.