Genesys Cloud - Main

Good afternoon all, 

Hope this finds everyone well?

Apologies for what may be a very, very basic question! Does anyone have / possess some basic user guides on how to access or 'work' the API function of Genesys?

I'm not involved in the applications deployment, but have recently picked up more responsibilities on the platform. One of my neighbouring teams is trying to gain data from the Audit Logs to do with an employees actions. My understanding (from a basic overview) is that Audit Log data can be gathered from an API level, but I m unsure about how to get into the API.

Any information or advice is greatly appreciated! 

Hi Ben,

If you're just getting started with Genesys Cloud APIs, the good news is that you don't need to be a developer to begin exploring them.

For your specific use case (investigating employee actions), Audit Logs are definitely one of the first places I would look.

A good starting point is the Genesys Cloud API Explorer, which is built directly into the Developer Center and lets you authenticate with your Genesys Cloud account and test API calls without writing code:

https://developer.genesys.cloud/devapps/api-explorer

For audit-related investigations, I would recommend reviewing these resources:

• https://developer.genesys.cloud/platform/audit/
• https://developer.genesys.cloud/platform/audit/auditquerycreate

The Audit Query API is particularly useful because it allows you to search audit events using filters such as:

• User
• Date/time range
• Service name
• Entity type
• Action performed

This is often much more efficient than manually reviewing audit records in the UI when you're investigating a specific employee activity or change.

A learning path I usually recommend is:

1. Review audit events in the Genesys Cloud UI to understand what information is available.
2. Use API Explorer to test Audit API requests.
3. Once you're comfortable with the responses, automate the searches using the Audit Query APIs if needed.

For example, many organizations use these APIs to investigate:

• User configuration changes
• Queue modifications
• Role and permission changes
• Routing updates
• Administrative actions
• Compliance and security reviews

Gabriel,

Thank you for sharing the links. I will go and have more of a play on the API Explorer. 

I suppose here comes the basic question of them all, once on the Explorer, what do I do with the actual 'GET /api/v2/audits ...' query command. I am logged in via the EUW2 portal as per my account. I've tried plugging into HTTP direct as a web address but seem to be going round in circles. 

Would I be right in saying there's no 'real time' plug in box for the permissions. 

Apologies, this is an area I'm very new at & trying to get to grips with quickly.

Hi Ben,

Not a basic question at all. If you're just getting started with the Genesys Cloud APIs, I would probably begin with the Developer Center:

https://developer.genesys.cloud/

In particular, have a look at the API Explorer within the Developer Center, as it allows you to test API endpoints directly from your browser and helps you understand the required permissions, parameters, and responses.

For Audit information specifically, these may also be useful:

Audit Events documentation:
https://help.genesys.cloud/articles/view-audit-events/

Community discussion around Audit Viewer exports:
https://community.genesys.com/discussion/audit-viewer-export

If your neighbouring team is trying to investigate user activity, the Audit APIs can provide much more detail than what is visible directly through the UI, but you will need the appropriate permissions and API access configured.

Hopefully these links help get you started, and feel free to share more details about the type of audit data you're trying to retrieve.

------------------------------
Phaneendra
Technical Solutions Consultant
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Hi Phaneendra,

Thank you for the links; I'm going to go away & have more of a look at the help articles. 

From yours and Gabriel's responses, this is definitely an area where I am lacking! 

Specifically what is being investigated relates to the 'Queue Activation' check boxes under individual users Statuses. It's been acknowledged recently that this access is not moderated & there is possibility for users with greater understanding of the platform to 'Deactivate' themselves from specific queues whilst retaining a primary status of remaining 'On Queue'. Subsequently lowering incoming work loads whilst appearing to be hitting all WFM targets. 

Hello, @Ben Walker

Good afternoon!

Yes, it is possible to collect Audit Log data using the Genesys Cloud Audit APIs.

A good starting point is the Developer Center / API Explorer. For audit data, you can look at endpoints such as:

POST /api/v2/audits/query

This creates an asynchronous audit query execution. You can use:

GET /api/v2/audits/query/servicemapping

to check the valid values for service name, entity type, and actions.

There is also:

POST /api/v2/audits/query/realtime

This is useful for more recent audit data, but it only retrieves up to 14 days of audits for certain services.

One easy way to understand the request body is to reproduce the same search in the Audit Viewer. For example, make a small change to a test object, search for that change in the Audit Viewer, and then refresh the filter while the browser Developer Tools are open on the Network tab.

From there, you can inspect the request made by the UI, check the payload/body, and use it as a reference in API Explorer or Postman. Then you can adjust the date interval, service name, entity type, or filters as needed.

So, in short, I would suggest:

1. Start by finding the event in the Audit Viewer.

2. Use browser Network logs to understand the request structure.

3. Copy only the request body as a reference.

4. Test the same request in API Explorer.

5. Adjust the date range and filters for the data you need.

All,

Thank you for your help!

I've gone away & done some further research and slowly moving in the right direction. Within API Explorer I now have the ability to run the queries 🎉🎉 (unusual as before I did not have 'Request Parameters' or 'Execute Request'; rather only toggle buttons with a tick & cross -- wish I'd taken a screenshot of it before!)