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 |
