New Export Logs

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This page covers the documentation for the new/advanced Export Logs interface that was launched in Webex Connect release v5.6.3 in April 2022.

Download / Export Logs

If you want to export Outbound Logs, select a Service, Channel, and required Period. Click Download.

By default you can download up to 10 million records per selection by using the UI based download option.

However, if the multi-select option of Service and Channel is enabled for your tenant, you can select multiple services and channels for Outbound or multiple app, assets, or numbers and channels for Inbound logs. You will be allowed to download up to 100 million records per download request.

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Note

  • The time taken to prepare the zip file for download depends on the number of records in the file. In the case of a large number of records, it can take up to 30 minutes.

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Limitations

The multi-select option of Export Logs is not supported in the Azure environment.

When you click the Download button, a new row is added to the Recent Downloads/Exports tables, which indicates that the status is ‘Pending’. Later, the status changes to ‘In-progress’ and the download icon appears in grey color.

Once When the file is ready to download the status changes to ‘Completed’ and counter in the row increases by one. The download icon changes to a green color.

To download logs:

  1. Navigate to Tools > Export Logs page.

  2. For Outbound Logs, select the Service, Channel, and the Period. Click Download.

  3. For Inbound Logs, select the Number or App, Channel Event, and the Period. Click Download.

    • While the log files are being prepared, the status appears as ‘Pending’ and then changes to ‘In-progress’. When the log file is ready for download, the status changes to ‘Completed’ along with an icon to download the logs.
    • A list of recent 20 downloads appears under the Recent Downloads section. For each of the log files, this section also shows the period for which the log is downloaded, the number of records within the log files, and the timestamp at which the log file is downloaded.
    • In case of Outbound logs, the record in the Recent Downloads section follows the - naming convention. For Inbound Logs, the naming convention is '-' .

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Channels not supported

Export Logs capability is not available for Instagram and Google Business Messages.

Download and Schedule Export Logs to SFTP/AWS S3

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Note

This feature is not enabled for all tenants by default. Please reach out to your account manager if you would like to get the 'Download and Schedule Export Logs to SFTP/AWS S3' options enabled for your tenant.

The Export to SFTP/S3 option can be enabled within the export logs page alongside the shift to URL-based download of export log files that is required to increase the Export Logs limit to 10 million rows per file. This option allows you to do a one-time download of data to an SFTP or AWS S3 location.

To download log file(s) to a desired location:

  1. Navigate to Export Logs page.
  1. [Optional] For outbound logs, perform the following actions:

    1. Click the Service dropdown menu and select one of the following:
      1. One or multiple services. For example, selection of ‘ABC’, or ‘ABC’ and ‘XYZ’.
      2. All Existing Services.
    2. Select the required channel(s) or all the channels under the Outbound Logs section.
      1. One or more channels. For example, selection of ‘SMS', or ‘SMS’ and 'Voice’.
      2. All Channels.
    3. Select the required Period.
    4. Click the Download button to download the log files.
    5. If you want to export the log file(s), click Export to SFTP/S3 option in the dropdown of the corresponding Download button to go to the configure log page.
  2. For inbound logs, perform the following actions:

    1. Click the Service dropdown menu and select one of the following:
      1. One or more Number or App. For example, selection of ‘ABC' or ‘ABC’ and 'XYZ’.
      2. All Existing Services.
    2. Select the required channel(s) or all the channels under the Inbound Logs section.
      1. One or more channel event. For example, selection of ‘Incoming Message', or ‘Incoming Message’ and 'Inbound Call’.
      2. All Channel Events.
    3. Select the required Period.
    4. Click the Download button to download the log files.
  3. If you want to export the log file(s), click Export to SFTP/S3 option in the dropdown of the corresponding Download button to go to the configure log page.

  4. Select File Type (.csv or .txt) from the dropdown.

  5. Enter Filename.

  6. Select the Delimiter (tab, semi-colon, space, comma, others-user input).

  7. Select the required options for your export file from the following:

    • Include column headers
    • Add end of file
    • Password protect my file
  8. Select SFTP or AWS S3 from the File Destination dropdown.

    1. For SFTP:
      1. Enter the User Name, Password, Host Name, Port Name, Path Name.
      2. Enter File Export Notify URL.
      3. Enter the email address in the Notify on Email textbox.
      4. You can upload the private key (example: AWS based Open SSH key files like rsa512.ppk, rsa256.ppk, ecdsa521.ppk, ecdsa384.ppk, ecdsa256.ppk, ed25519.ppk, ECDSAprivate.ppk, EDDSA255private.ppk) for SFTP configuration, when you select the File Destination as SFTP using the Upload button.
    2. For AWS S3:
      1. Enter the User Name, Bucket Name, Access Key, Secret Key, and Region.
      2. Enter File Export Notify URL.
      3. Enter the email address in the Notify on Email textbox.
  9. In the pop-up click Export or Cancel as per your requirement.

If you would like to configure a scheduler to export logs to your desired SFTP or AWS S3 location on a regular frequency, you can use the 'Schedule Export' section as mentioned below.

Schedule Export

The Schedule Export enables you to view the list of log files that are scheduled for export. Additionally, their status and other details to add a log for schedule, manage log schedule, delete and view logs of each log (can be done by selecting service and channel).

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Note

Schedule Logs feature is a paid add-on and may not be enabled for your tenant by default. Please reach out to your account manager if you would like to enable this feature.

To schedule export:

  1. Navigate to Tools > Export Logs > Schedule Export.

    Schedule Export

    Schedule Export

  2. Click Add schedule log to go to the Schedule Export Log page.

    Schedule Export Log

    Schedule Export Log

  3. [Optional] For outbound logs, perform the following:

    1. Select Outbound logs.
    2. Select the required service(s). For example, selection of ‘ABC’, or ‘ABC’ and ‘XYZ’.
      1. You can select All Existing & Any New in the service(s) dropdown. If you select All Existing & Any New, any new service that you create after the schedule is created, the new service(s) will be automatically be included in the schedule.
    3. Select the required channel(s). For example, selection of ‘SMS', or ‘SMS’ and 'Voice’.
      1. All Channels.
  4. For inbound logs, perform the following:

    1. Select Inbound logs.
    2. Select the required number(s) or app(s). For example, selection of ‘ABC' or ‘ABC’ and '123’.
      1. You can select All Existing & Any New in the service(s) dropdown. If you select All Existing & Any New, any new number or app that you create after the schedule is created, the new number or app(s) will be automatically be included in the schedule.
    3. Select the required channel event(s). For example, selection of ‘SMS', or ‘SMS’ and 'Voice’.
      1. All Channels.

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        Note

        If the Contact Policy is provisioned for a tenant, that particular tenant will have “Contact Policy” as one of the log options.

        You can select All Existing & Any New from the Select a Consent Group dropdown. If you select All Existing & Any New, all existing and newly added enabled/disabled groups will be automatically included in the schedule.

  5. Select File Type (.csv or .txt) from the dropdown.The Contact Policy log will only support the.csv file type.

  6. Enter Filename.

  7. Select the Delimiter (tab, semi-colon, space, comma, others-user input).The Contact policy log will only support the default delimiter comma.

  8. Select the required options for your export file from the following:

    • Include column headers
    • Add end of file
    • Password protect my file

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      Note

      Only the following required options are available for file exportation when the Contact Policy log is configured:

      • Add end of file
      • Password protect my life
  9. Under Export Schedule section, Select Frequency (Daily, Hourly) from the dropdown. The Contact Policy log supports .csv file type only. By selecting “All Existing and Any New“ or choosing multiple services/ consent groups, the frequency type will be Hourly by default.

  10. Enter Offset Days (allowed daily offset range is -7 to 0).

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Note

"Everyday the log file is exported between 0000 hours to 0100 hours. When an offset is set, logs of the previous day are exported as per the offset specified. Allowed offset range is -7 to 0 (default)."

  1. Select Schedule Ends (in 1 day, 7 days, 15 days, 30 days, custom or do not expire) from the dropdown. By selecting custom you can choose a particular day and time when you want the schedule to end.
    1. Select Add empty file when no records are found, option if you want to add a blank file in case of no records.

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Note

The validity of do not expire schedule type would be 15 years.

You can configure the log selection based on service and channel, selected for outbound logs and number or apps and events selected for inbound logs. However, same schedule can only be scheduled once, else an alert message "same log configuration already exists with schedule"

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Note

Only the Tenant Owner can configure file settings or schedule settings for exporting the logs.

Export Schedule

  • Rotation policy: Frequency is only limited to hourly (export file of a previous hour within a fixed time-period) and daily (the export log file of the previous day to the specified location in the 00:00 - 01:00 hour of next day).
  • Mention schedule end date: User selection for date same as date picker with 1 day, 7 days, 30 days, custom and do not expire.
  • Offset selection: For daily, there should be day offset (-7 to 0), for hourly, there should be hour offset (0 to -23).

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Note

If the multi-select option in Service and Channel is enabled for your tenant, the allowed offset for hourly schedule is increased from -23 to up to -71 hours.

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File Format

The file format for Schedule Export Log – if the multi-select option is enabled for your tenant, the file formats are as follow:

For Outbound Logs, consider a schedule configured at hourly intervals.

  • _.zip
  • _1.csv

For Inbound Logs, consider a schedule configured at hourly intervals.

  • _.zip
  • _1.csv

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Note

You can configure maximum of 10 schedules by default. Please reach out to your account manager, if you would like to get this increased for your tenant.

File Destination (export)

You can export the file to a specified SFTP or AWS S3 by selecting a new location.

You can also provide an email (recommended) to get a notification email for the file export. You will be notified about any failures also on the same email id.

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Note

A notification via email is sent 7 days and 1 day prior to the scheduled end date."

The Schedule Export Logs displays a table with columns such as Schedule, Frequency, File Destination, Created, Status (Enable/Disable), and Actions.

For each log schedule (row item), the information is shown as per the column along with a dropdown button to Manage, View Logs, and Delete Options.

  1. Click Actions > View Logs to view the logs in a tabular format.
    The table contains fields such as File Name, Schedule ID, File Size (KB), No. of Records, Created On, and Errors.

The following line items will be available in Usage Reports:

  • Number of log schedules (only for schedule row)
  • Number of files processed
  • Total Size of files processed

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Note

In the usage xls file, Export Logs tab has the same information or headers along with the date header. (i.e. format type, number of files processed, total size of files processed, number of schedules and date).

Additional columns are added for all channels to indicate timestamps for export logs and service name, flow name, etc. However, the newly added fields will be available only in the enhanced version of the Export Log. The columns include:

  • Timestamps (where sent, delivered, or read, in IS8601 format)
  • Error message (where not sent or not delivered)
  • Time (will be in local time-zone of the tenant)
  • Existing date
  • Service-Name, ServiceID, FlowId, Flow Name, etc.

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Access to download logs

Users with decryption access will be allowed to download decrypted log files. Whereas, users without decryption access can download only encrypted files. The users without the decryption access can see a download button only for the encrypted log file records, but not for the decrypted log files.

Owners of the tenant can configure Schedule Export Logs. Please note logs exported through schedule are always decrypted.

Download Export Logs

  1. Navigate to Tools > Export Logs page.
  2. For Outbound Logs, select the Service, Channel, and the Period. Click Download.
  1. For Inbound Logs, select the Number or App, Channel Event (Incoming Message, Postback, List Message, or Reply Buttons Message), and the Period. Click Download.

After you click download button, the status appears as 'Pending' while the log files are being prepared. The status changes to 'In-progress' when the log files are downloaded.

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Note

For Outbound Webhook:

The downloaded zip file format is - “Logs--.zip” and the files in the zip are created channel wise with the format - “Logs---<Channel_name>-1.csv.”

Each file contains upto 1 million records. If a channel has more than 1 million records, then a new file is created with the format “Logs---<Channel_name>-2.csv.”

For Inbound Webhook:

The downloaded zip file format is - “Logs--.zip” and the files in the zip are created channel wise with the format - “Logs---<Channel_name>-1.csv.”

Each file contains upto 1 million records. If a channel has more than 1 million records, then a new file is created with the format “Logs---<Channel_name>-2.csv.”

Downloading SMPP Logs

To download logs via SMPP:

  1. Navigate to Tools > Export Logs.
  2. For Outbound Logs, select the Service as SMS Enterprise Service - SMPP Interface, Channel - SMS, and the Period, and then click Download.
  3. For Inbound Logs, select the Number or App, Channel Event - Incoming Message SMS, and the Period. Click Download.

After you click download button, the status appears as 'Pending' while the log files are being prepared. The status changes to 'In-progress' when the log files are downloaded.

Fields in the Export Logs

The outbound logs and inbound logs contain the following fields channel-wise:

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Note

Request Origin Timestamp filed is enabled only upon toggling on the feature.

The following are the common and default Outbound log fields across all channels in the Export Logs.

Outbound Logs
Transaction ID
Correlation ID
Template ID
CRN Number
Source
Channel
Asset
Event Description
Current Status
Time
Timezone
MSISDN
Message

The following are the common and default Inbound log fields across all channels in the Export Logs.

Inbound Logs
Transaction ID
CRN Number
Channel
Asset
Event Description
Current Status
Time
Timezone
MSISDN
Message

Channel-specific Fields in the Export Logs

The channel-specific outbound logs and inbound logs contain the following fields channel-wise:

ChannelOutbound LogsInbound Logs
SMSSegments [Segment counts for outbound SMS transactions for which delivery receipts have not been received by the time of exporting the logs will be logged as zero (value ‘0’)].Segments
VoiceDurationDuration
In-appUser IDSource
Thread ID
Date
User ID
PushType
Total Sent
Total Submitted
OS
Destination Type
Destination
N/A
Facebook MessengerType
PS ID
Date
PS ID
RCSPayloadDate
Media
WhatsAppWA ID
Media
HSM
Sent Time
Delivered Time
Read Time
Date
WA ID
Apple Business ChatABC ID
Payload
Date
ABC ID
EmailFrom
Email ID
Subject
Date
To
Email ID
Subject

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Note

If +E.164 format is enabled for your tenant - all the recipient numbers will be displayed in E.164 format.

This format displays the number with a "+" followed by the country code and the phone number.

Additional fields are only available when Export Logs add-on (Bulk Download, Export to SFTP/S3, and Schedule Export) is enabled.

Add-on Fields in the Export Logs

The outbound logs and inbound logs contain the following fields channel-wise:

Common add-on Outbound fields across all the channels in Export logs.

Outbound Logs
Submitted
Delivered
Failed
Error Code
Error Description
Message Type
Service name
service ID
Flow name
Flow ID
Flow transaction ID
Request IP
Channel Name
Asset name
Asset ID

Common add-on Inbound fields across all the channels in Export logs.

Inbound Logs
Transaction ID
CRN Number
Channel
Asset
Event Description
Current Status
Time
Timezone
MSISDN
Message
Segments

Channel-specific Add-on Fields in the Export Logs

The channel-specific add-on outbound logs and inbound logs contain the following fields channel-wise:

ChannelOutbounds LogsInbound Logs
SMSDelivered
Clicked
Undelivered
Failed
Template type
Refer to the common add-on fields table
VoiceAccepted
Answered
Dropped
Released
Disconnected
Trombone Release
Trombone Connected
FlowName
FlowTid
CallTid
FromNumber
ToNumber
OfferedAt
AnsweredAt
EndedAt
CallType
MachineDetected
CallDuration
CauseCode
CauseDescription
DisplayName
DisplayNumber
FlowName
FlowTid
CallTid
FromNumber
ToNumber
AnsweredAt
EndedAt
CallType
MachineDetected
CallDuration
CauseCode
CauseDescription
In-AppDelivered
Read
Failed
Message Type
Refer to the common add-on fields table
PushDelivered
Read
Failed
Message Type
Not available
MessengerDelivered
Read
Failed
Message Type
Payload
Refer to the common add-on fields table
RCSDelivered
Read
Failed
Message Type
Payload
CarrierId
MaaP
Refer to the common add-on fields table
WhatsAppDelivered
Read
Failed
Message Type
Payload
Payload
Apple Messages for BusinessFailed
Message Type
Refer to the common add-on fields table
EmailDelivered
Invalid
Bounced
Complaint
Opened
Unsubscribed
Failed
Message Type
CC
BCC
Refer to the common add-on fields table

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Multiple 'To' Recipients

  • You have the ability to send emails to multiple ‘To’ recipients in a single email transaction using Messaging API v2. This would require you to pass an additional parameter ‘multipleToRecipients’ to be passed as part of the request with its value set to ‘true’. When multiple email IDs are mentioned in the “Email” parameter of the “To” block, Webex Connect submits a single request to AWS SES or to SMTP server to send the concerned email to all - To, CC, and BCC. In this case, the API response will contain only one transaction ID for all recipients. Refer API reference for more information.
  • When Webex Connect is used to send emails to multiple email recipients (To, CC, BCC), the message submitted count reflects the total number of emails sent (counting each of the recipient in To, CC, and BCC fields individually). These changes will reflect in the ‘Reports’ and in the ‘Usage’ sections for email transactions.
  • The platform will not trigger or resume a flow, nor trigger a rule or an outbound webhook notification for incoming emails where Sender Email ID is same as the Recipient Email ID. However, details of such incoming emails will be available within Export Logs.
  • For emails sent via SMTP channel, we do not support delivery tracking.

Levels in Scheduling Export Logs

Exports logs can be scheduled at the following levels:

  • Scheduling a export logs at client level - Contains transactions of client, group, and team where asset is present with flows configured.
  • Scheduling a export at a group level - client/group/team - Contains transactions of client, group, and team where asset is present with flows configured.
  • Scheduling a export log at a team level - client/group/team - Contains transactions of client, group, and team where asset is present with flows configured.

FAQs

  1. How will the export logs get updated Message status / Delivery receipts with the offset configuration?
    Offset configuration can be used to get the data exported hourly or daily with offset hours or days. Example – Assume an hourly configuration of schedule export log with -1 hour of offset. A transaction between 2:00 - 3:00 PM will be reflected in export logs file generated between 4:00 – 5:00 PM.
  2. Can one schedule export files to multiple file destinations?
    One schedule can only export files to one file destination either on S3 or SFTP, but not multiple destinations as the same schedule.
  3. How are the multiple files of the same schedule shipped to the file destination?
    Files will be zipped. Multiple text/csv files will be zipped as a single zip file per schedule.
  4. Does the schedule consider the services and assets that are in the future?
    Yes, When the user chooses the “All Existing & Any New” option, all existing and new services and assets added will be considered automatically with the same scheduler configured at the respective level i.e., client/group/team. A schedule configured at the client level, as all services, will consider the existing all services + any new services added in the future at the client level.
  5. What channels are supported currently with export logs?
    Channels supported are SMS, MMS, WhatsApp, Messenger, Apple Messages for Business, RCS, Email, Push, In-app, Voice.