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  • 1.  Audit View -ACD Skill and Division

    Posted 03-20-2025 09:56

    Hi,

    In audit view i can't able to see the acd skill report and division report like who deleted when it is added like that.

    Can someone help for this...

    Thanks.


    #Implementation
    #SystemAdministration

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    Haridass Sarangan
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  • 2.  RE: Audit View -ACD Skill and Division
    Best Answer

    Posted 03-20-2025 16:40

    Hello Haridass,

    You should be able to see many types of actions within the Audit viewer. I've included a link to the Resource Center article that shows how to do this below.

    https://help.mypurecloud.com/articles/view-audit-events/

    If you're having trouble finding this change in the Audit Viewer, it may have occurred over 14 days ago. You may need to reach out to Customer Care to have them investigate this further.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Audit View -ACD Skill and Division

    Posted 03-21-2025 08:56

    Equivalent information is in there, but it is shown in the worst possible way. The events are displayed by their GUID values and not names of Skills, Queues, Flows, etc.. The thing that helped me be able to barely understand what is going on in Audit Viewer was to log in to my account and make a specific change, then go to Audit Viewer and filter by events done by my account. Use the "Filter by User" option as the User in that reference is the user who made the change, not the user who was changed. Pay attention to where it says "Old Value" and "New Value" to see what was changed.

    If you have access to A3S / Snowflake for your GC instance, you can perform the following query to get your Skill names based on their GUID values.

    select * from A3S_GCD.PUBLIC.ROUTING_SKILLS

    This one gives you Queue GUIDs:
    select * from QUEUE_RESOURCES

    If you do not have A3S / Snowflake access, you can check the URL of the user or queue to get the GUID value; this does not work for Skill as far as I am aware.



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    Brad Carroll
    IT Consultant- Voice Services
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    Original Message


  • 4.  RE: Audit View -ACD Skill and Division

    Posted 03-21-2025 12:10

    This sounds like a good idea to submit. The view page has some limitations that could possibly updated. 



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    Robert Gacula, Manager, Workforce Management Team
    American Specialty Health
    RobertG@ASHN.com CA, San Diego.
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    Original Message


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