Audit Log Criteria
Overview
System reporting enables you to view and analyze data about your inContact WFO system, such as license information, system activity, user activity, and so forth. Audit reports (logs) are one type of system report.
For more information, see System Reports Overview.
- User
- Allows you to filter the report by user. Select a user from the drop-down list. Both active and inactive user accounts are included.
- Log Type
- See the next section of this topic for a description of each log type.
- Component or Page
- Allows you to enter a component or page associated with an event, displays that information in the resulting report, or both. For example, if you filter for a Log Type of Schedule Created, this field displays the page on which that action is performed: /Administration/Scheduling/CreateCustomSchedule.aspx.
- IP Address
- Allows you to enter an IP address associated with an event, displays that value in the resulting report, or both. For example, if you filter for a Log Type of Schedule Created, this field displays the IP address of the workstation on which the schedule was created.
- ID of Related Object
- Allows you to enter a system ID associated with an event. For example, if you want to know who has listened to a specific interaction, you can filter for a Log Type value of Call Playback and an ID of Related Object value of the RecordID (such as 1234). Not all log types can filter on this parameter because not all events have a related object.
- Message Text 1, 2, and 3
- These fields are not used in Hosted inContact WFO.
- Start Time
- Allows you to filter the report by date range. Click the calendar icon and select a starting date for the range, or enter the date directly by typing it into the field.
- End Time
- Allows you to filter the report by date range. Click the calendar icon and select an ending date for the range, or enter the date directly by typing it into the field.
Log Types
inContact WFO logs a wide variety of events in the course of normal operation. You can filter an audit report based on any of these log types. Not all log types apply to all systems, as noted in the following list.
To view all actions, use the Audit Type value of Unknown.
User SyStem Actions
Only Invalid Page Access Attempted is available in Hosted systems; use Central reporting for the other three actions in this category.
- Login
- Forgot Password
- Forgot Password Failed
- Invalid Page Access Attempted
Administrator System Actions
- System Started
- System Settings Changed
- User Created
- Superuser Created
- User Deleted
- Group Added
- Group Changed
- Group Deleted
- Role Add
- Role Changed
- Role Deleted
- Schedule Created
- Schedule Changed
- Schedule Deleted
- Viewed Audit Trail
Recording-Related Actions
- Exported Call
- Call Playback — When you select this Log Type, a checkbox appears labeled Display Call Details. When you then select this checkbox, the report includes additional time-stamped information about actions taken during playback, such as pause and resume events. Call details are only available when you use the Recorded Interactions list
- Call Deleted
- Bookmark Added
- Bookmark Edited
- Bookmark Deleted
- Live Monitor Observed
inContact Quality Management Actions
- Evaluation Details — Provides time-stamped information for evaluation events (such as when an evaluation was started, edited, saved as a draft, and submitted) for evaluations initiated from the Recorded Interactions list
- QA Score Deleted
- QA Score Edited
- QA Acknowledgment
- QA Form Enabled
- QA Form Disabled
inContact Speech Analytics
These events
- Analytic Tag Added
- Analytic Tag Deleted
- Analytic Tag Enabled
- Analytic Tag Disabled