Genesys Cloud - Main

HI,

As Genesys Cloud customer, for the cloud org instances that we own, we need to explore Genesys Cloud auditing to identify the key data that should be captured for both operational and support purposes. Specifically, can audit data, such as user actions and configuration changes made, be stored in the A3S database and mapped to ServiceNow change requests.  Additionally, we would like to explore other auditing possibilities and determine how our L2 team can effectively monitor these activities.

For e.g.

1. We want to audit who added or removed skills for any agents and when
2. We want to audit who delete any users and when
3. etc.

May I check if any Cloud experts can share with us some key insights, suggestions and instructions how we can make above audit purposes happen?

Any particular Genesys Cloud tech/skill/feature parts that we should learn from? Thank you all!

Jun Xu

Thanks,

HI,

As Genesys Cloud customer, for the cloud org instances that we own, we need to explore Genesys Cloud auditing to identify the key data that should be captured for both operational and support purposes. Specifically, can audit data, such as user actions and configuration changes made, be stored in the A3S database and mapped to ServiceNow change requests.  Additionally, we would like to explore other auditing possibilities and determine how our L2 team can effectively monitor these activities.

For e.g.

1. We want to audit who added or removed skills for any agents and when
2. We want to audit who delete any users and when
3. etc.

May I check if any Cloud experts can share with us some key insights, suggestions and instructions how we can make above audit purposes happen?

Any particular Genesys Cloud tech/skill/feature parts that we should learn from? Thank you all!

Jun Xu

Thanks,