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  • 1.  Tracking Agent phone login pathway

    Posted 05-06-2026 09:33

    Hello Community,

    We are new to Genesys and we are looking to see if there is a reporting solution that indicates the pathway of logging into Genesys phones.  We currently use a CRM solution that logs the user in and updates the status in Genesys. We also are starting to add additional divisions that will directly log into Genesys and manage there status in the Genesys UI. (not use the CRM the other teams are using)  Is there any type of reporting in Genesys that will indicate the path of log in?  (i.e. did the user login via the CRM vs directly logging into Genesys). 


    #General

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    Steven Casper
    W.W. Grainger, Inc.
    steven.casper@grainger.com
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  • 2.  RE: Tracking Agent phone login pathway

    Posted 05-06-2026 21:09
     
    There isn't a specific report that shows the login "path". What I suggest is to use the Audit API to check whether you can see any differences in the audit events when the login happens via the CRM versus directly in Genesys Cloud.
     
    API: /api/v2/audits/query
    Is the CRM login performed via SSO?
     
    When the login is performed without SSO, the EntityType typically shows as AuthUser. When the login is performed via SSO, the EntityType changes to UserSamlAuthentication.
     
    I recommend running a test using these filters to confirm whether you notice any differences.
     
    Sample request body:
    {
  "interval": "2026-05-06T00:00:00.000-03:00/2026-05-06T23:59:59.999-03:00",
  "serviceName": "PeoplePermissions",
  "filters": [
    {
      "property": "EntityType",
      "value": "AuthUser" //Or UserSamlAuthentication
    }
  ],
  "pageNumber": 1,
  "pageSize": 50,
  "sort": [
    {
      "name": "Timestamp",
      "sortOrder": "desc"
    }
  ]
}


    ------------------------------
    Elisson Fernandes
    ------------------------------



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