Audit user and system changes for QM and Analytics

The Audit page lets you search, review, and identify changes made by users or the system in Workforce Optimization, forming an “audit trail.” When a user makes a change in Workforce Optimization, Workforce Optimization adds an entry to the Audit Trail table. This entry records who made the change (the user) and what the user changed (the object). Workforce Optimization retains information on the Audit Trail table indefinitely.

NOTE   “Users” include system tasks (for example, syncing with an ACD) as well as logged in Workforce Optimization users. “Objects” include anything that you can create or edit in Workforce Optimization (for example, roles).

NOTE   Not all objects in Workforce Optimization are audited, and the audit trail excludes changes made by system tasks. You can select Include system events to include changes made by system tasks.

Prerequisites

You must have supervisor or tenant permissions to view audit trails.

Page location

Application Management > Global > Monitoring > Audit

Procedures

You can use the Audit Filter to include only changes that meet specific criteria based on changes that specific users made or changes that were made to specific objects. The audit filter enables you to limit which entries Workforce Optimization displays in the Audit Trail table. The table contains an entry for each audited change in Workforce Optimization.

Add a filter:

  1. Click Filter. The filter pane appears.
  2. Configure the filter fields.
    You can filter the entries in the audit trail to find any or all of the following:
    • Users who made changes. You can filter by first name, last name, group name, and Email address.
    • APIs that were called to make changes. The audit trail includes all changes made by API calls to this endpoint.
    • Dates that changes were made.
    • Objects that were changed. The audit trail includes changed object types and how an object changed.

  3. Click Filter Results.

    NOTE   To be included in the filter results, entries must match the values in every field that you configure.

Remove a filter:

  1. Click Filter. The filter pane appears.
  2. Click Clear filters.

View additional details about a change:

  1. Click on a entry from within the Audit Trail table to view additional details about what was changed.
  2. To return to the audit trail table, click the entry again.

Best practices

  • Wild card characters do not work within the fields. You must know the field value that you want to audit and enter the complete value name and be sure to spell the value name correctly. Abbreviated forms of a value name does not work.
  • You use the Entity Label, Field Label, and Field Value fields to find specific objects that were changed so that the user who changed them can be identified. You must use these fields together. You cannot use them separately.
    • Entity Label—The changed object’s type.
    • Field Label—The identification method that you want to use to find the changed object.
    • Field Value—The unique identifier of the changed object.

    EXAMPLE

    You want to find who added a permission to a role named “Agent,” and you want to search for this role by name. You take the following actions:

    • In the Entity Label drop-down, you select Role.
    • In the Field Label drop-down, you select Name.
    • In the Field Value field, you type Agent.

    The following examples show how to configure these fields to find specific core configuration and QM objects.

    • The Core Configuration example demonstrates how to find a user who changed a common core configuration object.
      • Entity Label: Select Person.
      • Field Label: Select Login.
      • Field Value: Enter the user name of the user who was changed.
    • To find which user changed common QM objects such as retention or an ACD configuration.

      Retention:

      • Entity Label: Select Retention Policy.
      • Field Label: Select Name.
      • Field Value: Enter the name of the retention policy that was changed.

      ACD Configuration:

      • Entity Label: Select Server.
      • Field Label: Select ID.

      • Field Value: Enter the Enter the ID of the ACD.

        NOTE   To find the ID of an ACD, navigate to Application Management > ACD Configuration. The ID of an ACD is included after its name in the Select ACD table.

  • When viewing additional details about an object in the audit trail the details refer to objects in Workforce Optimization by an internal ID and not a name. The following table describes common phrases that refer to internal IDs and where to find those IDs in Workforce Optimization.
Common Phrase Description

“A Person identified by the id of <ID>”

On the Users page, export users. In the exported CSV file, this ID appears in the User ID column.

NOTE   This ID is an internal Workforce Optimization ID, not the user’s ACD ID or employee ID.

“A Group/Team identified by the id of <ID> was updated”

On the Groups page, export groups. In the exported CSV file, this ID appears in the Group ID column.

“A Group/Team identified by the id of <ID> was updated”

On the Teams page, export teams. In the exported CSV file, this ID appears in the Team ID column.

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