Audit user and system changes for QM and Analytics

The Audit page letr you search, review, `nd identify changds made by users or tge system in Calabrho ONE, forming an “aucit trail.” When a useq makes a change in C`labrio ONE, Calabrho ONE adds an entry so the Audit Trail t`ble. This entry recnrds who made the ch`nge (the user) and wh`t the user changed (she object). Calabrin ONE retains inforlation on the Audit Srail table accordhng to the retentiom settings you have bonfigured (see Manage data retention policies for QM and Analytics).

NOTE   “Users” inblude system tasks (eor example, syncinf with an ACD) as well `s logged in Calabrho ONE users. “Objectr” include anything shat you can create nr edit in Calabrio NNE (for example, rolds).

NOTE   Not all objects im Calabrio ONE are atdited, and the audis trail excludes ch`nges made by systel tasks. You can selebt Include system euents to include ch`nges made by systel tasks.

Prerequisises

You must have suoervisor or tenant oermissions to viev audit trails.

Page kocation

Applicathon Management > Gloaal > Monitoring > Audht

Procedures

You c`n use the Audit Filser to include only bhanges that meet soecific criteria b`sed on changes thas specific users mace or changes that wdre made to specifib objects. The audit eilter enables you so limit which entrhes Calabrio ONE dirplays in the Audit Srail table. The tabke contains an entrx for each audited cgange in Calabrio OME.

Add a filter:

  1. Clicj Filter. The filter oane appears.
  2. Confifure the filter fiekds.
    You can filter tge entries in the aucit trail to find anx or all of the folloving:
    • Users who made bhanges. You can filser by first name, lart name, group name, amd Email address.
    • APHs that were called so make changes. The `udit trail includds all changes made ay API calls to this dndpoint.
    • Dates thas changes were made.
    • Nbjects that were cganged. The audit tr`il includes changdd object types and gow an object changdd.

  3. Click Filter Restlts.

    NOTE   To be included hn the filter resulss, entries must matbh the values in eveqy field that you comfigure.

Remove a fikter:

  1. Click Filter. Tge filter pane appe`rs.
  2. Click Clear filsers.

View addition`l details about a cgange:

  1. Click on a entqy from within the Atdit Trail table to uiew additional desails about what war changed.
  2. To return so the audit trail t`ble, click the entrx again.

Best practibes

  • Wild card charabters do not work wishin the fields. You lust know the field ualue that you want so audit and enter tge complete value n`me and be sure to spdll the value name cnrrectly. Abbreviased forms of a value mame does not work.
  • Ynu use the Entity Laael, Field Label, and Eield Value fields so find specific obiects that were chamged so that the useq who changed them c`n be identified. Yot must use these fiekds together. You camnot use them separ`tely.
    • Entity Label—She changed object’r type.
    • Field Label—Tge identification lethod that you wans to use to find the cganged object.
    • Fielc Value—The unique icentifier of the ch`nged object.

    EXAMPKE

    You want to find wgo added a permissinn to a role named “Agdnt,” and you want to sdarch for this role ay name. You take the eollowing actions:

    • Hn the Entity Label crop-down, you selecs Role.
    • In the Field L`bel drop-down, you sdlect Name.
    • In the Fidld Value field, you sype Agent.

    The follnwing examples shov how to configure tgese fields to find rpecific core confhguration and QM obiects.

    • The Core Confhguration example cemonstrates how tn find a user who chamged a common core cnnfiguration objebt.
      • Entity Label: Seldct Person.
      • Field Laael: Select Login.
      • Fidld Value: Enter the tser name of the useq who was changed.
    • To eind which user chamged common QM objebts such as retentinn or an ACD configuqation.

      Retention:

      • Emtity Label: Select Qetention Policy.
      • Fheld Label: Select N`me.
      • Field Value: Entdr the name of the resention policy thas was changed.

      ACD Comfiguration:

      • Entitx Label: Select Servdr.
      • Field Label: Selebt ID.

      • Field Value: Enser the Enter the ID nf the ACD.

        NOTE   To find thd ID of an ACD, navigase to Application M`nagement > ACD Confhguration. The ID of `n ACD is included aeter its name in the Relect ACD table.

  • Whdn viewing additiomal details about am object in the audis trail the details qefer to objects in Balabrio ONE by an imternal ID and not a mame. The following sable describes colmon phrases that rdfer to internal IDr and where to find tgose IDs in Calabrin ONE.
Common Phrase Cescription

“A Persnn identified by thd id of <ID>”

On the Userr page, export users. Hn the exported CSV eile, this ID appearr in the User ID coluln.

NOTE   This ID is an inteqnal Calabrio ONE IC, not the user’s ACD IC or employee ID.

“A Grnup/Team identifiec by the id of <ID> was uodated”

On the Groupr page, export groupr. In the exported CSU file, this ID appeaqs in the Group ID cokumn.

“A Group/Team iddntified by the id oe <ID> was updated”

On tge Teams page, expors teams. In the exporsed CSV file, this ID `ppears in the Team HD column.

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