Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Who listened to calls?

    Posted 12-12-2024 14:28
    No replies, thread closed.

    Hello!  Fairly new to Cloud CX, having just migrated from Multicloud + on-prem Genesys.

    Let's say someone came to me asking: "Has anyone listened to audio recordings generated by all agents in division X during interval Y?  If so, who and when?"  I can readily look at audit logging in individual interactions, but I'm not seeing a way to get a list by broader criteria.

    Thanks so much!


    #QualityManagement
    #SystemAdministration

    ------------------------------
    Robert Paxton
    Senior Voice Engineer
    ------------------------------


  • 2.  RE: Who listened to calls?
    Best Answer

    Posted 12-12-2024 15:16
    No replies, thread closed.

    Hi Robert,

    Yeah I had to deal with this recently too, annoying that it isn't in the Audit Viewer where you would expect it.

    What worked for me (thanks to the lovely people in this community) is using the APIs

    Specifically you want 

    post /api/v2/audits/query - https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-audits-query
    With ServiceName = "Quality", and your interval,
    This is an async query, so you will need to grab the ID from the output, check progress with  
    get /api/v2/audits/query/{transactionId} - https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-audits-query--transactionId-
    And once completed, get the results with
    get /api/v2/audits/query/{transactionId}/results - https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-audits-query--transactionId--results
    Doesn't have division, so would need some work to then take the UserIds to then get the agent information.
    Wish this was easier though, feel like this is a pretty standard audit need. 


    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


  • 3.  RE: Who listened to calls?

    Posted 12-12-2024 16:20
    No replies, thread closed.

    Hi Anton, does this give a view of who has actually played the recordings or just who has displayed that page/UI?



    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


  • 4.  RE: Who listened to calls?

    Posted 12-12-2024 16:58
    No replies, thread closed.

    That is fair, and a good clarification that yes it shows the read action for anyone who loaded the page, which doesn't necessarily mean they listened to the call, just that they accessed it. But in lieu of anything better and considering in the majority of cases a supervisor is going to access a call to listen to it. So I'm happy with that assumption for most cases at least. Yes it would be ideal to have a separate audit event for start and stop playing the interaction.



    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


  • 5.  RE: Who listened to calls?

    Posted 12-13-2024 11:59
    No replies, thread closed.

    Because the recording is retrieved by the browser when the Interaction Details UI is loaded, the Recording Read audit event (which is logging at the API level) cannot distinguish between loading the UI page versus actually playing back the recording.  In fact, from a security standpoint, once the browser has the recording media file URI, the recording could've been retrieved/saved by a tech-savvy user at the browser level, without pressing any playback in the Interaction Details UI.

    Our roadmap to tackle this problem is https://genesyscloud.ideas.aha.io/ideas/WEREC-I-199.  Rather than a UI-specific audit logging (which does not address the security flaw), we would allow the optionality for enabling users to not load the recording by default when the Interaction Details UI page is loaded.  This will be useful for organizations that are sensitive to the act of users playing back recordings.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


Related Content