Audit Viewer Section Description Feature Area Troubleshooting / IT and Integrations Navigation Admin → Troubleshooting → Audit Viewer Alt Navigation Menu → IT and Integrations → Audit Viewer Primary Function Monitor, filter, and review all admin configuration change events across the Genesys Cloud organization Typical Use Cases Compliance auditing, change management, security review, troubleshooting unexpected configuration changes The Audit Viewer enables administrators to filter and view events that Genesys Cloud generates based on service actions for administrative functions. It provides two modes: a full-page viewer with detailed filtering and a mini footer viewer accessible from any admin page. Study Notes Topic Explanation Audit Viewer Tool that logs and displays admin-level configuration events across the org Full-Page Viewer Main audit interface with complete filtering and event detail — opened from Admin or Menu Mini Viewer (Footer) Lightweight version available at the bottom of any admin page; less detail than full viewer Event A logged action triggered by a user or an upstream service/API Entity The object being acted upon (e.g., a queue, a flow, a user) Property Changes Detail view shows values before and after each change Related Events Upstream or downstream events linked to the selected event RemoteIP IP address of the user who triggered the event (visible in event details) Real-time vs Async The UI viewer shows real-time query results only; async queries require the API or Amazon EventBridge Amazon EventBridge Integration that allows orgs to consume all audit events — useful for backup or ingestion into external log tooling Permissions Action Permission Required View audit events Audits > Audit > View View interaction audit trail (separate) Audits > Interaction Details > View The Admin role is also listed as a prerequisite for full use of the Audit Viewer. Navigation Task Path Open full-page viewer Admin → Troubleshooting → Audit Viewer Alt full-page path Menu → IT and Integrations → Audit Viewer Open mini footer viewer Bottom of any admin page under Menu → IT and Integrations → hover → click Show audits footer Close mini footer viewer Click Hide audits footer Go from footer to full page Click Link to full page audit viewer icon in the footer Viewer Modes Mode Description Detail Level Full-Page Viewer Main audit log interface with date range, service filter, entity filter, user filter, and event detail panel Full Mini Viewer (Footer) Lightweight footer panel visible from any admin page Limited Filtering Options (Full-Page Viewer) Filter Description Date Range Select Start and End dates/times. Default: current day. Maximum interval: last 14 days Filter by Service Select Service Name → Entity Type → Action to narrow results Filter by Entity Enter an Entity ID to find all events affecting a specific object (e.g., a specific queue ID) Filter by User Enter a user name to see all events performed by that user Refresh Apply filters and reload results Important: The UI viewer only supports queries for the last 14 days . For events older than 14 days, use the Audit APIs available in the Genesys Cloud Developer Center. Event Detail View Clicking any event in the results opens the Details panel, which shows: Detail Field Description Who performed the action User name, or API / upstream service if system-generated Causing event link If an upstream service triggered the event, a related link is available RemoteIP IP address of the user who triggered the event Property Changes Before and after values for each changed property Related Events Linked upstream or downstream events — click See related audits Data Retention & API Access Method Scope Notes Audit Viewer UI Last 14 days (real-time query) Date interval cannot exceed 14 days Audit APIs (Developer Center) Beyond 14 days Use asynchronous query endpoints Amazon EventBridge All available audit events Useful for backup or ingestion into external SIEM/log tooling Interaction Audit Trail (Related but Separate Feature) The Audit Viewer covers org-wide admin changes . There is a separate Audit Trail tab on individual interactions that tracks recording and evaluation-level access: Attribute Detail Navigation Performance → Workspace → Interactions → click interaction → Audit Trail tab → Load All Audits Alt Navigation Menu → Analytics → Analytics Workspace → Interactions tab Permission Required Audits > Interaction Details > View Roles Quality Administrator, Quality Evaluator Objects tracked Evaluations, Annotations, Recordings, Calibrations, Screen Recordings, Surveys Compliance Use Cases Regulation How Audit Viewer Helps GDPR Track who accessed or changed user/contact data configurations HIPAA Verify access controls and configuration change history PCI-DSS Audit routing, recording, and security configuration changes Internal Change Management Identify who changed a queue, flow, role, or schedule and when Best Practices Practice Reason Review audit logs regularly Required by many compliance frameworks Use Filter by Service to scope searches Reduces noise when investigating a specific area Use Filter by Entity for targeted investigations Quickly find all changes to a specific object by its ID Export or stream to external tooling via EventBridge Retain events beyond the 14-day UI window Grant Audits > Audit > View only to appropriate roles Audit logs contain sensitive config change history Key Takeaways Topic Summary Navigation Admin → Troubleshooting → Audit Viewer or Menu → IT and Integrations → Audit Viewer Permission Audits > Audit > View Viewer modes Full-page (detailed) and mini footer (lightweight) Date limit Last 14 days in UI; older data via Audit API Event details Who, what, before/after values, RemoteIP, related events Filtering By date range, service, entity ID, or user Real-time only UI shows real-time query results; async data via API or EventBridge Interaction Audit Trail Separate feature on individual interactions — different permission and navigation