Audit Trail Tab
You must have the default Administrator or Supervisor role or a custom role that includes the VIEW_AUDIT_TRAIL permission to use the system Audit Trail tab.
The Administration > Audit Trail tab collects historical activities of users and shows them as events in a searchable table. The Audit Trail data table can only be refreshed or exported into an .xls formatted file.
Some contents of the Audit Trail table are controlled by the Administration > Setup > Audit Trail Settings configurations completed earlier during setup.
Activities monitored in the Audit Trail include:
- When a user has logged on or off.
- When a call has been played, downloaded, monitored, emailed, or deleted.
- When an screen recording movie has been downloaded.
- When an evaluation of an agent has been modified, completed, or deleted.
- When an evaluation form has been deleted.
The Audit Trail table of records and columns display:
| Header Name | Description |
|---|---|
| User ID | The User ID or Windows Authentication which accessed CxQM. |
| IP Address | The location from where the user logged in. |
| Activity |
|
| Activity Date and Time | The date and time the activity occurred. |
| Date and Time | The date and time of the Audit Trail display. |
| Extension | The extension associated with the event message. |
| Agent ID | Displays the agent's ID associated with the event message. |
| Recording or Evaluation Data information | This is reference information identifying the recording or evaluation monitored or accessed. |
The Audit Trail has the following properties:
- If a Played Interaction, Downloaded Interaction, Interaction Emailed, or Downloaded Movie is double-clicked, then that call/movie will be played. A new record of this playback will be populated in the Audit Trail.
- If a Completed Evaluation or Modified Evaluation is double-clicked, then that evaluation will pop open in a new View Evaluation window.
- Deleted Evaluations associated with a call will display call information.
- Deleted Calls will be listed with the User whom deleted the call, the date and time deleted, and the file name of the call deleted.
- Refine a search for Audit Trail activities by date or type.
- New events will not be visible unless the refresh button is selected. The most recent Activity Date/Time will be at the top of the page.
- Sorting is available by selecting the header at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort by Activity Date/Time.
- Audit trail entries are kept indefinitely.
