Genesys Cloud - Main

Greetings, Community!

We have an ongoing struggle with agents not logging themselves out before leaving or not setting themselves to the correct statuses. Their managers frequently manually log the agent out or change their status for them.
For training and coaching purposes, we're trying to pull some reporting around how often this is occurring, and we need to find data which shows who logged the agent(s) out or changed their statuses. 

So far, we haven't had luck in identifying any reporting or tables - so we're reaching out to the community. 

Thank you!!

#AnalyticsAPI
#Metrics
#PerformanceExports

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Stephanie Dilk
Elevate
Sr. Dialer Coordinator
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Hi Stephanie, I recall looking into this a few years ago and found these types of remote changes don't show up in the audit trail, or in the agent's browser logs.  So possibly the only way you'll find out is if you raise a request to Genesys given a specific timestamp, or maybe seeing if you can push events to to something like Eventbridge and see what those events might contain.  I suspect you still won't see the information you're after though.  I vaguely recall even Genesys telling me they can't tell that stuff in their own logs.  Maybe things have changed over the last 5 years though :)

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Vaun McCarthy
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Hi Stephanie,

There isn't a report to capture this currently although there is an idea: Audit Supervisors Changing Agent Status to see how many changes a supervisor has made, it might be worth adding your use case to this to have a report on how many changes supervisors are making.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 05-01-2025 20:37
From: Vaun McCarthy
Subject: Identifying Who Changed Agent's Status or Logged Agent Out

Hi Stephanie, I recall looking into this a few years ago and found these types of remote changes don't show up in the audit trail, or in the agent's browser logs.  So possibly the only way you'll find out is if you raise a request to Genesys given a specific timestamp, or maybe seeing if you can push events to to something like Eventbridge and see what those events might contain.  I suspect you still won't see the information you're after though.  I vaguely recall even Genesys telling me they can't tell that stuff in their own logs.  Maybe things have changed over the last 5 years though :)

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Vaun McCarthy
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