AuditGen: Smart Rollback Features

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“The ultimate solution for
the Technical and Operational Audit
of your Genesys Contact Centre platform”
It’s all about operating your contact Centre platform
more efficiently!
2013
AuditGen is more than just a solution for
configuration audit trail !

Smart Rollback
Rollback Routing Strategy changes
Rollback any Option/Value changes/additions/deletions
under Annex and Option tabs of all objects
Rollback Application user account
Rollback Virtual Agent Group Skill expression changes
Rollback Agent Skill/level changes
Rollback any object Permission changes

Routing Strategy Rollback
Changes to routing strategies can only be tracked if stored in a different version
or files through Genesys IRD.
When users are not as rigorous about saving each small change in a different
version, such changes are lost and cannot be restored.
In many cases having multiple users editing a single strategy can lead to loss of
parts of the strategy code if overwritten by one or the other user.
To tackle such limitation, AuditGen provides a unique feature enabling users to
track all changes to your routing strategies and rollback each individual change
any user would have saved at any time.
AuditGen keeps both binary (compiled code part) and RBN (design part) in sync
and rolls these back simultaneously.
AuditGen has also some smart checks built-in allowing to avoid strategy rollbacks
when no changes between strategy versions are detected.

Flag indicating a comment with the time of the rollback action is
automatically inserted in the notes tab of the strategy record
Changes of all strategy related options highlighted
in color (indicating the change type)
AuditGen tracks all changes to routing stratgies and displays the location and state of each strategy.
Every strategy change record (stored in the database) can be rolled back through a simple click.
Strategy location
Easily spot
deleted
and active
routing
strategies
Strategy Rollback (1)
View Details link opens script object with Genesys tabs
Easily spot your
reference strategy
record when set

Initial IRD routing strategy
Part of the strategy is deleted and
lost without versioning or backup
Strategy restored after AuditGen rollback
AuditGen tracks and highlights the
changes to the routing strategy
After strategy changes are rolled
back, a new record is generated
and the rolled back record
appended with a note indicating
that a rollback was done

AuditGen smart rollback for routing strategies has a number of built-in exception handling that preserves
consistency and avoids un-necessary rollback actions when comparing script options and RBN parts
Rollback is disabled for strategy records
that are not stored in the database:
« Rollback disabled for strategies that
are not stored in the database »
Rollback is disabled if the latest startegy
record is not stored in the database
« No rollback as strategy is not stored in
the database »
Strategies are compared before
executing any rollback actions:
« No rollback as there are no changes
compared to the current strategy »

Smart Rollback features
AuditGen provides a “Change Summary” tab listing all concurrent changes inside a
change record and covering the following information:
-Section: name of tab or the section under which the change has been made
-Option: name of the Added, Deleted, Updated option
-Operation: Type of the operation done: update, deletion or addition
-Previous value: the previous value of the option
-Current value: the new option value
AuditGen supports the roll back of changes to all configuration objects.
Users can roll back all changes(*) and restore previous values in one click
AuditGen supports the roll back of any permission changes for all objects
AuditGen has built-in smart rollback capabilities that check the current value
before applying any changes at Genesys configuration server level Access to the
rollback feature can be enabled/disabled through the admin area
(*): AuditGen does not support false claims of roll back of deleted objects as it is only possible to create
similar objects with the same attributes BUT NOT with the same DBID through Genesys PSDK.

Support for all operations:
Addition, Deletions, Updates
Rollback Application Options
Change summary tab Genesys Object specific tabs
AuditGen additional tabs:
-Object full Audit trail history
- Notes (fully featured text editor)
Previous valueCurrent valueSection name Option name
Rollback
every
individual
change

Rollback application account
Account change highlighted in
the update color of choice
Previous value available in field tooltip
Current account Previous account
Rollback Application Account
Custom color codes
for change types

Rollback changes
to skill expression
Rollback Virtual Agent Group
AuditGen specific tab:
VAG Members
VAG members tab: list of all agents fulfilling the
skill expression condition including added agents
following the change of the skill expression
added agents
Custom color codes
for change types

Rollback updated
skill levels
Rollback Deleted skill
Rollback Added skill
Previous skill level in field tooltip
Added skill highlighted in green
Deleted skill highlighted in red
Rollback Agent Skills
Custom color codes
for change types

Rollback enabled for all types
of permission changes
Rollback Permission Changes
Removed Create privilege
Deleted Access Group
Granted Read & Change
Permissions privileges
Added Access Group
Custom color codes
for change types

AuditGen Smart Rollback:
How it works
For all supported rollback operations, the « rollback button » will be enabled in the
« change summary » tab for every change record (*)
Rollbacks of every change are registered by AuditGen as new change records when
notified so by Genesys Message server. AuditGen executes every rollback operation
(deletion/update/addition) of any option/value using the Genesys user of the person
logged into AuditGen (the application user is dedicated by design to read only operations).
When a rollback is committed by configuration server, a confirmation message « Rollback
completed successfully » is displayed by AuditGen .
AuditGen caters for the scenarios whereby changes (options/permissions) could be rolled
back using any other Genesys client (i.e. CME, Administrator) as it includes the necessary
checks before executing any rollback action.
AuditGen raises the appropriate error messages when it detects that no change is to be
applied or a roll back is not possible in case the add/delete/update operation has already
been rolled back (i.e cannot delete an option that has already been deleted)
(*) Rollback of binary fields are restricted in the current release

AuditGen RollBack:
Successful rollback
The configuration server
propagates the change to all
its client applications
Acknowledgment of successful
commit of a configuration change

Current value=Rollback value
Error message: No configuration change applied as previous value is equal to the current value
What happens when you try to rollback a changed value twice in a row or if the
previous value has already been restored using any Genesys client application?
AuditGen RollBack
Exception scenarios
AuditGen checks and compares the
current values to rollback values
before applying any change to avoid
un-necessary configuration updates
Current values have already been rolled back

No value to roll back as the added option has been
rolled back (deleted) in the above change record
Error message: Option « NewOption » does not exist
What happens when you try to rollback an added option twice in a row or if the
previous value has been restored using any Genesys client application?
AuditGen RollBack
Exception scenarios
AuditGen checks if the option, which value
is requested to be rolled back, exists or not.
In this case the option has already been
deleted through the first rollback
action, hence it cannot be deleted again.
A later rollback of the added option (now deleted)

What happens when you try to rollback a deleted option twice in a row or if the
previous value has been restored using any Genesys client application?
AuditGen RollBack
Exception scenarios
Error message: No configuration change applied as previous value is equal to the current value
A later rollback of the deleted option (now added)
No value to roll back as the deleted option has been
rolled back (added) in the above (later) change record
AuditGen checks if the option, which value
is requested to be rolled back, exists or not.
In this case the option has already been
added through the first rollback
action, hence it cannot be added again.

Questions
Please send your questions to
support@auditgen.com

AuditGen: Smart Rollback Features

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AuditGen: Smart Rollback Features