Audit a Call

You must have the default Administrator or Supervisor role or a custom role that includes the VIEW_AUDIT_TRAIL permission to use the Administration > Audit Trail tab and control buttons.

Supervisors and managers can audit calls using the Audit Trail tab and its controls to see audit messages and to playback selected calls.

To audit a call recording, use the following steps:

1. Go to Administration » Audit Trail tab.
2. Identify the Activity column data type of the call to be audited and double click that row. Activity type choices for auditing call recordings are:
   • Played Call
   • Downloaded Call
   • Emailed Call
3. The Media Player box appears and replays the selected call.
   • A call with screen capture files can be played as a Movie, with audio and screen capture files.
   • Deleted Calls cannot be played back, however, an audit message will be present showing Deleted Call.
4. A new audit record will appear in the Audit Trail log identifying your user ID as having replayed the selected call.
5. When finished, close the media player window.