Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.

Hello Shane, 

At this time I don't think there is a way to track this, without opening a case with a UI Care Engineer. I looked into our ideas portal as well and couldn't find any ideas regarding this as well. 

I also checked our audit viewer and did some testing with this and couldn't see any status changes. The best we have is the agent status view within the performance tab and you can see status changes on the agents. 

My suggestion would be to create an Idea in our ideas portal here to add a filter to the performance tab to see who changed the agent status. 

Hope this helps!

Cheers, 

Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.

Hello Shane, 

At this time I don't think there is a way to track this, without opening a case with a UI Care Engineer. I looked into our ideas portal as well and couldn't find any ideas regarding this as well. 

I also checked our audit viewer and did some testing with this and couldn't see any status changes. The best we have is the agent status view within the performance tab and you can see status changes on the agents. 

My suggestion would be to create an Idea in our ideas portal here to add a filter to the performance tab to see who changed the agent status. 

Hope this helps!

Cheers, 

Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.

I found these ideas. The first shows delivered and the second shows Future Consideration. Is the status for the first idea a mistake? I have a feeling there may be a misunderstanding of what OP for the first idea is requesting.

Audit Viewer to show who changed agent | Genesys Cloud Ideas Portal (aha.io)

Audit Supervisors Changing Agent Status | Genesys Cloud Ideas Portal (aha.io)

Hello Shane, 

At this time I don't think there is a way to track this, without opening a case with a UI Care Engineer. I looked into our ideas portal as well and couldn't find any ideas regarding this as well. 

I also checked our audit viewer and did some testing with this and couldn't see any status changes. The best we have is the agent status view within the performance tab and you can see status changes on the agents. 

My suggestion would be to create an Idea in our ideas portal here to add a filter to the performance tab to see who changed the agent status. 

Hope this helps!

Cheers, 

Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.

There is a way, you need to have Admin clearance to Troubleshooting and Audit Viewer.  It is not the easiest to read until you get use to it.

I found these ideas. The first shows delivered and the second shows Future Consideration. Is the status for the first idea a mistake? I have a feeling there may be a misunderstanding of what OP for the first idea is requesting.

Audit Viewer to show who changed agent | Genesys Cloud Ideas Portal (aha.io)

Audit Supervisors Changing Agent Status | Genesys Cloud Ideas Portal (aha.io)

Hello Shane, 

At this time I don't think there is a way to track this, without opening a case with a UI Care Engineer. I looked into our ideas portal as well and couldn't find any ideas regarding this as well. 

I also checked our audit viewer and did some testing with this and couldn't see any status changes. The best we have is the agent status view within the performance tab and you can see status changes on the agents. 

My suggestion would be to create an Idea in our ideas portal here to add a filter to the performance tab to see who changed the agent status. 

Hope this helps!

Cheers, 

Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.

Hi Judith,

Interesting. Do you mind sharing what it typically looks like within Audit Viewer? We tested and were unable to see any indication of an agents status change in there. We were hopeful it would show up, but we couldn't find an audit viewer entry.

Thanks

Shane

There is a way, you need to have Admin clearance to Troubleshooting and Audit Viewer.  It is not the easiest to read until you get use to it.

I found these ideas. The first shows delivered and the second shows Future Consideration. Is the status for the first idea a mistake? I have a feeling there may be a misunderstanding of what OP for the first idea is requesting.

Audit Viewer to show who changed agent | Genesys Cloud Ideas Portal (aha.io)

Audit Supervisors Changing Agent Status | Genesys Cloud Ideas Portal (aha.io)

Hello Shane, 

At this time I don't think there is a way to track this, without opening a case with a UI Care Engineer. I looked into our ideas portal as well and couldn't find any ideas regarding this as well. 

I also checked our audit viewer and did some testing with this and couldn't see any status changes. The best we have is the agent status view within the performance tab and you can see status changes on the agents. 

My suggestion would be to create an Idea in our ideas portal here to add a filter to the performance tab to see who changed the agent status. 

Hope this helps!

Cheers, 

Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.

Sure - this is telling me who updated someone, you then have to search for who the agent it, so it is not exactly pretty, but you can get to it.  You gave to extract the Agent ID number to get to that.

Once I open an item, I will see the screen below.

Hi Judith,

Interesting. Do you mind sharing what it typically looks like within Audit Viewer? We tested and were unable to see any indication of an agents status change in there. We were hopeful it would show up, but we couldn't find an audit viewer entry.

Thanks

Shane

There is a way, you need to have Admin clearance to Troubleshooting and Audit Viewer.  It is not the easiest to read until you get use to it.

I found these ideas. The first shows delivered and the second shows Future Consideration. Is the status for the first idea a mistake? I have a feeling there may be a misunderstanding of what OP for the first idea is requesting.

Audit Viewer to show who changed agent | Genesys Cloud Ideas Portal (aha.io)

Audit Supervisors Changing Agent Status | Genesys Cloud Ideas Portal (aha.io)

Hello Shane, 

At this time I don't think there is a way to track this, without opening a case with a UI Care Engineer. I looked into our ideas portal as well and couldn't find any ideas regarding this as well. 

I also checked our audit viewer and did some testing with this and couldn't see any status changes. The best we have is the agent status view within the performance tab and you can see status changes on the agents. 

My suggestion would be to create an Idea in our ideas portal here to add a filter to the performance tab to see who changed the agent status. 

Hope this helps!

Cheers, 

Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.

Thanks for the screen shot.

Strangely, we cannot recreate what you are seeing. We have access to both a Commercial and FedRAMP instance of Genesys Cloud. We change an agents status in either Org and refresh the audit viewer, nothing seems to show for the status change. Strange.

Thanks again.

Sure - this is telling me who updated someone, you then have to search for who the agent it, so it is not exactly pretty, but you can get to it.  You gave to extract the Agent ID number to get to that.

Once I open an item, I will see the screen below.

Hi Judith,

Interesting. Do you mind sharing what it typically looks like within Audit Viewer? We tested and were unable to see any indication of an agents status change in there. We were hopeful it would show up, but we couldn't find an audit viewer entry.

Thanks

Shane

There is a way, you need to have Admin clearance to Troubleshooting and Audit Viewer.  It is not the easiest to read until you get use to it.

I found these ideas. The first shows delivered and the second shows Future Consideration. Is the status for the first idea a mistake? I have a feeling there may be a misunderstanding of what OP for the first idea is requesting.

Audit Viewer to show who changed agent | Genesys Cloud Ideas Portal (aha.io)

Audit Supervisors Changing Agent Status | Genesys Cloud Ideas Portal (aha.io)

Hello Shane, 

At this time I don't think there is a way to track this, without opening a case with a UI Care Engineer. I looked into our ideas portal as well and couldn't find any ideas regarding this as well. 

I also checked our audit viewer and did some testing with this and couldn't see any status changes. The best we have is the agent status view within the performance tab and you can see status changes on the agents. 

My suggestion would be to create an Idea in our ideas portal here to add a filter to the performance tab to see who changed the agent status. 

Hope this helps!

Cheers, 

Hi all,

We are in the midst of migrating from PureConnect and have ran into a challenge to which it seems some agents status are being changed.

Within PureConnect we can determine if a supervisor or another admin changed the agents status from say Break to Available. Is there any method to determining if someone is intentionally changing another agent/staff members status? I have searched and haven't located that ability, but I may have overlooked it. We were hoping that it would show in the Audit Viewer.

Thanks in advance.