CMS Audit & Alert for Genesys Cloud

Know about every change the moment it happens.

CMS Audit & Alert records who changed what, when and where in your Genesys Cloud configuration, alerts the right team in real time, and lets you restore a known-good state when a change goes wrong.

Request a demoSee the difference
AuditedWho, what, when, where
Before and afterValues for every change
AlertedCritical objects watched
RestorableBack to a point in time
CMS Audit and Alert: from change to alert to restoreAn audit log lists three recent Genesys Cloud configuration changes with who made them, when, and the before and after values. One change to a critical IVR flow triggers an email alert to the IVR team. A restore point lets another change be rolled back to 13:30.AUDIT LOGGenesys CloudAKFlow · Main_IVRa.kumar · 14:05 · Publishedv12v13CriticalJOQueue · Billing_ENj.ortiz · 13:40 · Wrap-up codes46MISchedule · Holidaysm.iyer · 11:12 · Date added+ 25 DecALERT SENTEmail · 14:05Critical flow changedMain_IVR published by a.kumarTo IVR team CC OperationsRESTORE POINTPoint in timeBilling_EN · 13:30Wrap-up codes back to 4RestoreWhoWhatWhenWhere

Illustration. Names, objects and times are examples.

What is CMS Audit & Alert?

Complete visibility over your Genesys Cloud configuration.

Part of Pointel's Configuration Management Solution, it instantly highlights every change and answers four questions about it, along with the current and previous values.

WhoThe user who made the change
WhatThe object, with previous and current values
WhenThe date and time of the change
WhereWhere in the configuration it happened
Why it matters

The same change, two very different afternoons.

Your Genesys Cloud configuration changes every day. Without visibility, one change can disrupt service before anyone notices.

Without visibility

The change is found after customers feel it.

  1. A critical IVR flow is changed. Nobody else is told.

  2. Callers start reaching the wrong queue. Service levels slip.

  3. Complaints arrive. The team starts searching for the cause.

  4. The change is found and rebuilt by hand. No one is sure who made it.

With CMS Audit & Alert

The change is caught before customers feel it.

  1. The change is recorded. Who, what, when and where, with before and after values.

  2. An alert reaches the IVR team. The flow is marked as a critical object.

  3. The team reviews the change. The audit log shows the full context.

  4. The previous configuration is restored. Service stays on track.

Illustrative scenario. Times are examples.

Core capabilities

See it. Get alerted. Put it right.

Audit, alerting and recovery for your Genesys Cloud configuration.

01 · See

A complete audit trail

Every change, in full context, ready for review.

  • Detailed audit logWhere, what, when and who for every change.
  • Before and after valuesThe current and previous value of each change.
  • Audit filters and ad hoc reportsNarrow the log and report on demand.
02 · Alert

Proactive notifications

The right people know as changes happen.

  • Critical object alertsWatch any object critical to your business.
  • Different groups per alertEach alert goes to the team that owns it.
  • To, CC and BCC listsUse predefined contact lists for each alert.
03 · Recover

Fast, precise restore

Undo exactly what went wrong, without rebuilding by hand.

  • Parameter-level restoreRestore a single parameter or key-value change.
  • Application restoreReturn a whole application to a point in time.
  • Known-good stateRoll back quickly to a known configuration.
Activity dashboard

See who is changing what, at a glance.

The dashboard and audit log give you a clear picture of configuration activity across your Genesys Cloud environment.

  • Top services. The areas of your configuration that change most.
  • User activity. Who is making changes, and how often.
  • Role and group metrics. Change activity by role and group.
Having visibility using Pointel CMS Audit and Alert was huge for us and we were able to quickly identify the configuration changes and able to revert them back almost instantaneously.
Greg FordVice President, TRC Operations, Grand Circle Corporation
Who uses it

Built for the teams who keep Genesys Cloud running.

One record of every change, useful to everyone who depends on the configuration.

Administrators

See every change made to the configuration.

Operations managers

Get alerted when critical objects change.

IT and change teams

Investigate and roll back problem changes.

Audit and compliance

Review who changed what, and when.

Support teams

Diagnose incidents faster with full history.

FAQ

CMS Audit & Alert questions.

Want to see it on your own changes? Our team can show you the audit log, alerts and restore in a short demo.

Ask a question
What does CMS Audit & Alert record?

Where, what, when and who for each Genesys Cloud configuration change, including the current and previous values.

Which platform does it work with?

CMS Audit & Alert works with Genesys Cloud.

Can we get alerts on specific objects?

Yes. Create alerts on any object critical to your business, such as a critical list or an important option in an application.

Who receives alerts?

Each alert can notify a different group, using predefined To, CC and BCC lists.

Can we undo a change?

Yes. Restore an individual parameter or key-value change, or an entire application, to a given point in time.

How does it relate to CMS?

Audit & Alert is part of the Configuration Management Solution, which also covers snapshots, health checks and environment comparison.

Catch the change before your customers do.

See how CMS Audit & Alert records, alerts and restores changes in your own Genesys Cloud environment.

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