Genesys Cloud - Main

Hi there!

I'm trying to investigate if one of our agents is removing queues on his own.  When I go to the Genesys KB's for Audit Viewer, I see this article.  However, I don't see the fields it lists when I click for details.  I see these:

There are some changes I know weren't this agent, when queues were added back to their account, but the User name / user id remains the same in all of them.  Am I missing something?  How can I track who exactly made the change?

Thanks in advance for your help!

Hello Brian,

You're on the right track. Our Audit Viewer is a pretty powerful tool to track the changes that happen within the organization. While I can't comment on which objects may have been changed by who based on your screenshot, if you reach out to Product Support, they should be able to track down which user made changes in the organization. 

Hi there!

I'm trying to investigate if one of our agents is removing queues on his own.  When I go to the Genesys KB's for Audit Viewer, I see this article.  However, I don't see the fields it lists when I click for details.  I see these:

There are some changes I know weren't this agent, when queues were added back to their account, but the User name / user id remains the same in all of them.  Am I missing something?  How can I track who exactly made the change?

Thanks in advance for your help!

I have trouble with this tool as well and I am wondering if this is still the right directions for this because the view has recently changed and for me, no longer looks like the screen shot in the directions in Genesys.    Minor issue, but I also do not have a way to get to a small version of the Audit Viewer, than I can see and I do not see an audits footer.   Can you provide screenshots on that?    It is probably something I am missing, but would love to use this tool more often, I just do not find it very easy to use.

Hello Brian,

You're on the right track. Our Audit Viewer is a pretty powerful tool to track the changes that happen within the organization. While I can't comment on which objects may have been changed by who based on your screenshot, if you reach out to Product Support, they should be able to track down which user made changes in the organization. 

Hi there!

I'm trying to investigate if one of our agents is removing queues on his own.  When I go to the Genesys KB's for Audit Viewer, I see this article.  However, I don't see the fields it lists when I click for details.  I see these:

There are some changes I know weren't this agent, when queues were added back to their account, but the User name / user id remains the same in all of them.  Am I missing something?  How can I track who exactly made the change?

Thanks in advance for your help!

I have trouble with this tool as well and I am wondering if this is still the right directions for this because the view has recently changed and for me, no longer looks like the screen shot in the directions in Genesys.    Minor issue, but I also do not have a way to get to a small version of the Audit Viewer, than I can see and I do not see an audits footer.   Can you provide screenshots on that?    It is probably something I am missing, but would love to use this tool more often, I just do not find it very easy to use.

Hello Brian,

You're on the right track. Our Audit Viewer is a pretty powerful tool to track the changes that happen within the organization. While I can't comment on which objects may have been changed by who based on your screenshot, if you reach out to Product Support, they should be able to track down which user made changes in the organization. 

Hi there!

I'm trying to investigate if one of our agents is removing queues on his own.  When I go to the Genesys KB's for Audit Viewer, I see this article.  However, I don't see the fields it lists when I click for details.  I see these:

There are some changes I know weren't this agent, when queues were added back to their account, but the User name / user id remains the same in all of them.  Am I missing something?  How can I track who exactly made the change?

Thanks in advance for your help!

Hi there!

I'm trying to investigate if one of our agents is removing queues on his own.  When I go to the Genesys KB's for Audit Viewer, I see this article.  However, I don't see the fields it lists when I click for details.  I see these:

There are some changes I know weren't this agent, when queues were added back to their account, but the User name / user id remains the same in all of them.  Am I missing something?  How can I track who exactly made the change?

Thanks in advance for your help!

Hi there!

I'm trying to investigate if one of our agents is removing queues on his own.  When I go to the Genesys KB's for Audit Viewer, I see this article.  However, I don't see the fields it lists when I click for details.  I see these:

There are some changes I know weren't this agent, when queues were added back to their account, but the User name / user id remains the same in all of them.  Am I missing something?  How can I track who exactly made the change?

Thanks in advance for your help!

#Reporting/Analytics
#Unsure/Other

------------------------------
Brian Mathews
------------------------------

Hi there!

I'm trying to investigate if one of our agents is removing queues on his own.  When I go to the Genesys KB's for Audit Viewer, I see this article.  However, I don't see the fields it lists when I click for details.  I see these:

There are some changes I know weren't this agent, when queues were added back to their account, but the User name / user id remains the same in all of them.  Am I missing something?  How can I track who exactly made the change?

Thanks in advance for your help!

#Reporting/Analytics
#Unsure/Other

------------------------------
Brian Mathews
------------------------------