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  • 1.  See phone name that was used by an agent

    Posted 7 days ago

    Hi Community,

    IIs there anywhere we can see the phone name that agent used on their session? 

    Case in point, we had an agent that logged in and selected probably by mistake, someone else's remote station. How can we know who that agent was?

    All the best,

    Levy Mertz

    B&H Photo


    #Reporting/Analytics
    #Telephony

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    Levy Mertz
    Communications Manager
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  • 2.  RE: See phone name that was used by an agent
    Best Answer

    Posted 6 days ago

    Hi Levi,

    From what I can tell, I don't believe there's a native way to see which phone or remote station an agent selected for a previous session.

    If the issue is current, you may be able to check Admin > Telephony > Phone Management to see which user is currently associated with the phone. However, if you're trying to determine who selected someone else's remote station after the fact, I don't think Genesys Cloud keeps a historical audit of those phone selections.

    Hopefully someone with more telephony expertise can confirm or correct me if I've missed anything.



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    Tracy
    Genesys
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  • 3.  RE: See phone name that was used by an agent

    Posted 6 days ago

    Hi Levi, I agree with Tracy. From my understanding, Genesys Cloud doesn't maintain a historical audit of the Remote Station an agent selected for a previous session. I haven't come across a native report or log that records those station selections after the fact



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 4.  RE: See phone name that was used by an agent

    Posted 5 days ago

    Hi, the API   GET /api/v2/users/{userId}/station  

    returns the currently associated station (selected by user), effectiveStation  (associated or default), defaultStation (if configured for the user) and the lastAssociatedStation.
    Not an audit, but you can see which phone is in use now and which was the previously selected.




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    Christian Karpp
    Principal PS Consultant
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    Original Message


  • 5.  RE: See phone name that was used by an agent

    Posted 3 days ago

    If you are looking for this after the fact and we are talking about a Remote phone, you could filter interactions for the phone number for that remote phone in the Session DNS field, and look for a call that matches that date and time and who the user was that received it.  If it is an inbound call, you will see the user's name associated with the call, if it is an outbound call, you should be able to identify the user by the ANI field.  This only works with a Remote phone though, if we're talking about hard phones, I don't have a method for that.  



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    Jason Tripp
    Business Technology Solutions Architect
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