Rollback of any changes to Genesys Routing Strategies: ever wanted such feature?
Hichem Agrebi Founder of AuditGen
When it comes to tracking routing strategy changes, the business can only rely on the good sense of the technical users and developers to make version/copies of each strategy they change. Even when users are rigorous about versioning strategies, when multiple users edit simultaneously the same strategy or apply some changes without backing up to a new version, such changes are never tracked nor can be restored.
Genesys Business and technical users have always wanted the capabilities to track all changes to their routing logic!
This leads us to the main question: Is it possible to track and restore previously saved routing strategies when no manual versioning is done?
AuditGen’s answer to this challenge is: Yes, you can!
Routing strategies have two parts, the RBN or the design part and the binary or compiled code that is stored in configuration server. Both of these two elements have the script ID in common. In order to centrally save you routing strategies, Genesys recommends to store the RBN part in the “ird_strategies” table which can be located in any DB schema (typically the confserv database). When strategies are saved, IRD stores the RBN part in the database (if users select to do so) and an update is sent to the Configuration server to update/create the corresponding script in CME.
The limitation here is that the “ird_strategies” table only stores the last record of the edited strategy and does not automatically track all changes unless you back it up! The challenge being the capability to systematically track every applied change and allow to restore it even when users fail to apply versioning or backup their strategies.
AuditGen has a smart rollback feature for all routing strategies, allowing you to track and visualise all changes under the same script tabs familiar from within CME or Administrator tools. Users can also easily spot the records corresponding to the reference strategies as well as any deleted strategies or subroutines.
AuditGen enables users to rollback any previously saved routing strategy through one simple click! The tool automatically appends notes to the rolled back strategy record for easier identification and tracking.
AuditGen smart rollback keeps both binary and design parts of the routing strategies in sync and makes the rollback action transparent to the users as they would be able to automatically track every update and roll it back in real time.
In addition, AuditGen smart rollback allows restoring agent skill changes, VAG skill expression changes and impacted agents, application account changes and changes to all object options as well as permission changes (covering additions, deletions and updates).
If you want to know more about AuditGen smart rollback capabilities, checkout the slides under the following link:http://www.auditgen.com/en/smart-rollback