All times are UTC in the API... so for Central Time the below would be 06/05/2022 07:00 through 06/05/2022 17:00
"interval": "2022-06-05T13:00:00Z/2022-06-05T23:00:00Z",
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James Riley
CX Consultant/Genesys Practice Lead
Aspen Technology Group, Inc.
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Original Message:
Sent: 06-06-2022 13:03
From: Nichole Conway
Subject: Force Agent On-Queue Audit Trail
Thank you, this has been incredibly helpful! do you now if timezone plays into the API results at all? I ask because my user report says the agents status was changed at 11:46 am but when I run the API's for timestamp 11:47-11:47 she doesn't come up in my results at all though other agents do.
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Nichole Conway
State of Missouri - Family Support Division
Original Message:
Sent: 06-06-2022 11:15
From: James Riley
Subject: Force Agent On-Queue Audit Trail
Hi Nichole,
Use the Audit API to see the Presence changes during the defined window. The /api/v2/audits/query is where you would start (Use a small interval sample window, and "serviceName" : "Presence" at minimum). Take the transactionID from the initial API query and check it against the results in /api/v2/audits/query/{transactionId}/results.
As Paulo pointed out, you can see the difference in a Presence change by the "user" section of the results. A forced Presence change will include the "user" that forced the change: Picture 1 is an agent changing their own presence, and the second image is the supervisor changing their state to OnQueue.
Hope this helps!
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James Riley
CX Consultant/Genesys Practice Lead
Aspen Technology Group, Inc.
Original Message:
Sent: 06-06-2022 08:44
From: Nichole Conway
Subject: Force Agent On-Queue Audit Trail
Thanks Paulo. Which API can I use for this?
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Nichole Conway
State of Missouri - Family Support Division
Original Message:
Sent: 06-04-2022 01:41
From: Paulo Mesquita
Subject: Force Agent On-Queue Audit Trail
Hi Nichole,
Yes, if you have a date/time you can search for these events via API.
Then, you get something like this. (including the names of who made the change and the affected person).
"propertyChanges": [
{
"property": "PRESENCE",
"oldValues": [
"Training"
],
"newValues": [
"On Queue"
]
}
],
Original Message:
Sent: 05-05-2022 11:43
From: Nichole Conway
Subject: Force Agent On-Queue Audit Trail
Hi all,
Is there a way to see either in the Audit trails or through an API who forced an Agent on-queue? We have some supervisors pushing agents that don't report to them into on-queue but we can't figure out who is doing it.
#Ask Me Anything (AMA)
#Routing(ACD/IVR)
#Unsure/Other
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nichole conway
State of Missouri - Family Support Division
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