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  • 1.  Audits for ACD Routing Skills and Languages – Namespace Update

    Posted 12-19-2025 11:26

    Summary

    Audits related to changes in ACD routing skills and languages currently appear in the audit viewer under the Directory service name. This behavior is being updated so that these audits will now appear under the Routing service name instead.

    This update aligns the audit viewer with the corresponding public API resources responsible for creating these audit records, improving consistency and clarity.

    No impact is expected for most customers. However, any custom audit queries or reports that filter by service name will need to be updated to replace Directory with Routing.

    Effective Date

    Monday, January 19, 2026

    Issue References

    [PLUS-1870]

    Contacts

    @Ananya Singh  

    Please reply to this announcement with any questions. This helps the wider developer community benefit from the discussion. We encourage you to use this thread before contacting the designated person directly. Thank you for your understanding.



  • 2.  RE: Audits for ACD Routing Skills and Languages – Namespace Update

    Posted 01-20-2026 14:42

    Hi,

    Did this change come in effect yesterday as planned? I'm a bit puzzled as we still see the ACD routing skills audit under the Directory service name. If the change was postponed, I would appreciate if you could provide an updated timeline.

    Thanks!

    Olivier



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    Olivier Dusacq
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    Original Message


  • 3.  RE: Audits for ACD Routing Skills and Languages – Namespace Update

    Posted 21 days ago

    Hi Olivier,

    There was a short delay in deployment of the change, but the change should now be available.

    Thanks,

    Eamonn



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    Eamonn Clancy
    Sr. Software Engineer
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    Original Message


  • 4.  RE: Audits for ACD Routing Skills and Languages – Namespace Update

    Posted 22 days ago

    Hi Ananya, thanks for the heads-up.
    Just to confirm: starting Jan 19, 2026, audits for changes to ACD routing skills and languages will be logged under serviceName = Routing (instead of Directory) in the Audit Viewer, and the underlying audit records themselves are unchanged aside from the service name categorization.

    For customers using the Audit API, is the serviceName field/value in the API response also changing accordingly (Directory → Routing), or is this change limited to the Audit Viewer UI?

    Thanks!

    What you should update internally

    • Any saved filters/reports/queries that do: serviceName == "Directory" for these audit types → change to serviceName == "Routing".



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    Alex Sander Felicio
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    Original Message


  • 5.  RE: Audits for ACD Routing Skills and Languages – Namespace Update

    Posted 21 days ago

    Hi Alex,

    You are correct, the underlying audits have not changed, and the serviceName of the audit is now equal to Routing. The change was made to the API, so it affects both the Audit Viewer UI, and the Audit API. Updating any filters/queries/reports should be updated as you have described.

    Thanks,

    Eamonn



    ------------------------------
    Eamonn Clancy
    Sr. Software Engineer
    ------------------------------

    Original Message


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