Audit UCCE agent attributes

[jbach2003]

I'm getting reports from a customer of mine that some supervisors may be changing agent attributes without proper permission. Is there a way to audit who is changing agent attributes in UCCE 12.5? Would be nice to know:

-Person making the change

-Agent they changed

-Timestamp of when the agent was changed

I've looked the the schema and the agent_attribute table does not have any kind of datetime field in it.

[Omar Deen]

Natively? Kinda sorta... it's a command line function called dumpcfg. You're essentially dumping the recovery key to see who did what since every change in the contact center has a unique key to it. https://www.cisco.com/c/en/us/support/docs/voice-unified-communications/icm-logger/69985-dumpcfg-icmconfig.html

If you want something more usable, there is Cisco/eGain CCMP, Speech-Soft KomandEX, Aceyus Director, and I'm sure there are others that I'm forgetting. 

[david.macias]

Like @Omar Deen dumpconfig is the way to go and once you get a handle on it it's pretty easy to use and provides all the information you're looking for.

david

[sandreone1]

Hello,

Are there any reports in CUIC that provide audit trail of actual changes made in regard to agent attributes and skill groups? I'm aware of the Audit Report which details the user login information, but that report does not provide changes made.

Thanks

[david.macias]

There's no report in CUIC that tracks this. dumpconfig is your only option or you can try and take snapshots via the API every few minutes and track this in a 3rd party DB.

david

[bill.king1]

Whats frustrating is that they do natively provide some of this audit reporting in Webex CCE but don't do it in UCCE/PCCE.

[david.macias]

Part of the TTEC magic more than likely. Yes, very frustrating that on prem is a second class citizen.

david