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Audit Log

Using the Audit Log

The Audit Log tracks all user activities within the Eleveo applications (Quality Management, as well as User Management) for enhanced security and compliance purposes. By default, viewing and using the Audit Log is only available to users with the CC Manager or Compliance Analyst roles.

  1. From the left menu, select Administration > Audit Log. The Audit Log screen will display recent events.

  2. Click the Reset Filters icon beside a filtering option in order to clear each of the filters individually or click on the Remove Filters icon to clear all filters.

  3. Or click on the Remove Filters icon to clear all filters and revert to the default setting.

  4. You may filter results by Time Period, Activity, User or Result. Click Apply to have selected filters being effective. By default, events from the past 10 days are displayed.

  5. The search will refresh every time the filters are changed. You can also click on the refresh icon to force refresh the results.

  6. Hover over the info icon to view details of the user who performed an audited action.

The Audit Log messages are not localized, however, the name of some items (such as the name of tabs, or other items displayed in the Web UI) are displayed in the log in the language of the audited user.

Information Displayed

The Audit Log displays the following:

  • Date: The timestamp indicates the date and time when the auditable activity occurred. The time displayed in the log corresponds to the timezone of the current user. Not necessarily the server timezone. 

  • Activity: Indicates the activity that triggered the creation of the log entry. Actions displayed in this list range from; when a user logs into the application, to the creation of an evaluation, to the deletion of a call. A more complete list of activities is provided in the section below.

  • User: Displays the full name of the user who triggered the auditable action.

  • Username: Displays the username of the user who triggered the auditable action. (The username is the same as that used on the login screen.)

  • Description: Provides a more fine-grained detail of the activity which was logged. Usually, the details include the id of the user who performed the action, but the actual details depend on the type of activity. The description field only displays what is provided by the backend in the json file, in some cases only a user ID is displayed. If it is necessary to determine which user matches a particular id, then it is necessary to access the database directly. For example, to determine a user related to a conversation search go to the Encourage database, and examine the Table of Users.

  • Result: Status message of the Requests and Responses (see below for a detailed explanation). Each completed action is listed in the log with an indication of success (OK), failure (FAIL) or lack of permission (UNAUTHORIZED).

QM Events

The QM activities that trigger the creation of the log entry can be divided into two groups: synchronous and asynchronous.

Asynchronous Events

All actions triggered from within the Conversation Explorer and Administrative screens in Quality Management (Compliance, Audit, Data Lifecycle, UI configuration, Tags) trigger the creation of multiple records in the Audit Log list. Each received request is listed in the log without a status message. Each completed action is listed in the log with an indication of success (OK), failure (FAIL) or lack of permission (UNAUTHORIZED).

For instance, pressing the Search button on Conversation Explorer leads to the creation of two log entries, one for each action:

  1. request search (begins),

  2. request search (ends).

In the example provided here, the bottom row indicates that a user performed a search of conversations (no result is displayed as this is only the start of the request). The upper row indicates the successful completion of the request. Success here is indicated by the "OK" status in the Result column.

Administrators can compare the timestamp of the request received and the request completion. Long delays between the two may be indicative of connectivity related issues.


Synchronous Events

Activities triggered on other screens with Quality Management lead to the creation of a single mention in the log with an indication of success (OK), failure (FAIL) or lack of permission (UNAUTHORIZED).


The Full List of Events

Click here to expand...

The table below contains all activities that trigger the creation of the log entry, as well as an indication if they are synchronous or asynchronous.

Module

Activity

Description

Asynchronous

Synchronous

Conversation Explorer

CONVERSATION_EVENT_ANONYMIZE_ADD

Anonymization of the conversation

x

CONVERSATION_BY_ID

Interaction lookup by ID

x

CONVERSATION_EVENT_CHAT_CHANGE

Chat updated

x

CONVERSATION_CLIENT_SEARCH

Interaction(s) searched for

x

CONVERSATION_EVENT_EMAIL_CHANGE

Email updated

x

EXPORT_EXECUTE

Interaction metadata exported

x

CONVERSATION_EVENT_METADATA_CHANGE

Metadata updated

x

CONVERSATION_EVENT_REVIEW_ADD

Review added

x

CONVERSATION_EVENT_REVIEW_CHANGE

Review changed

x

CONVERSATION_SEARCH

Interaction(s) searched for

x

CONVERSATION_EVENT_SURVEY_ADD

Survey added

x

CONVERSATION_EVENT_SURVEY_CHANGE

Survey changed

x

CONVERSATION_EVENT_TAG_ADD

Interaction tag added

x

CONVERSATION_EVENT_TAG_REMOVE

Interaction tag removed

x

CONVERSATION_EVENT_TAG_UPDATE

Interaction tag updated

x

Automated Quality Management

AUTOMATED_RULE_CREATED

Rule created

x

AUTOMATED_RULE_MODIFIED

Rule updated

x

AUTOMATED_RULE_DELETED

Draft rule deleted

x

Administration

AUDIT_SEARCH

Audit page search used

x

FIELD_CONFIG_LIST

Configuration field list showed

x

FIELD_CONFIG_UPDATE

Configuration field updated

x

LABEL_CREATE

User label created

x

LABEL_DELETE

User label deleted

x

LABEL_UPDATE

User label updated

x

METADATA_KEY_UPDATE

Metadata key for search updated

x

PASSWORD_CREATE

Password created

x

SEARCH_TEMPLATE_UPDATE

Search template updated

x

SAVED_FILTER_SEARCH

Saved Filters searched by name, or displayed

x

SAVED_FILTER_ASSIGNMENT_MODIFIED

Assignment of users to a saved filter modified

x

USER_LIST

User list displayed

x

EDIT_AUDIT_REASON

Replace reason changed

x

MERGE_AUDIT_REASON

Replace reason merged

x

FIELD_CONFIG_LIST

Configuration field list showed

x

FIELD_CONFIG_UPDATE

Configuration field updated

x

METADATA_KEY_UPDATE

Metadata key for search updated

x

Reviews

CREATE_EVALUATION

Review created

x

START_EVALUATION

Review started

x

COMPLETE_EVALUATION

Review completed

x

DELETE_EVALUATION

Review deleted

x

DELETE_FINISHED_EVALUATION

Finished review deleted

x

EVALUATION_REPORT

Review report viewed

x

EVALUATIONS_SEARCH

Searched for review

x

REALLOCATE_EVALUATIONS

Reviews reallocated

x

REPLACE_CALL

Call replaced in review

x

REOPEN_EVALUATION

Review reopened

x

ADD_INTERACTION_TYPE

Interaction type added to review

x

ADD_PARTICULAR_CALL

Particular call added to review

x

EDIT_EVALUATORS_GROUP

Evaluators group edited

x

EDIT_GROUP

Group edited

x

EDIT_INTERACTION_TYPE

Interaction type edited

x

EDIT_OPTIONS

Options edited

x

REVEAL_TO_AGENT_CHANGED

Reveal to agent state changed

x

SAVE_EVALUATION

Evaluation saved

x

Questionnaires

ADD_QUESTIONAIRE

Questionnaire added

x

REMOVE_QUESTIONAIRE

Questionnaire removed

x

EDIT_QUESTIONAIRE

Questionnaire edited

x

EDIT_QUESTIONAIRE_CALL_SELECTION_RULES

Questionnaire call selection rules edited

x

EDIT_QUESTIONAIRE_PROPERTIES

Questionnaire details edited

x

EDIT_QUESTIONAIRE_PERMISSIONS

Questionnaire permissions edited

x

ADD_SCORING_TIER

Scoring Tier created

x

UPDATE_SCORING_TIER

Scoring Tier updated

x

REMOVE_SCORING_TIERS

Scoring Tiers removed

x

Surveys

SURVEYS_SEARCH

Survey(s) searched for

x

Training

TRAININGS_SEARCH

Trainings searched for

x

Speech Recognition

ADD_SPEECH_TAG

Speech tag added

x

EDIT_SPEECH_TAG

Speech tag edited

x

REMOVE_SPEECH_TAG

Speech tag deleted

x

Data Export

DATA_EXPORT_CREATE

Data Export Created

x

DATA_EXPORT_DELETE

Data Export Deleted

x

DATA_EXPORT_CHANGED

Data Export Updated

x

DATA_EXPORT_DOWNLOAD

Output file downloaded

x

DATA_EXPORT_EMAILED

Output file emailed

x

DATA_EXPORT_RUN_MANUAL

Task Execution Manual

x

DATA_EXPORT_RUN_SCHEDULED

Data Export scheduled execution

x

Misc

TAB_CLOSED

Tab is closed

x

TAB_OPENED

Tab is opened

x

TAB_FOCUSED

Tab is focused

x

ACCESS_MEDIA

Media accessed

x

ADD_GROUP

Group added

x

DELETE_CALL*

Call deleted

x

REMOVE_INTERACTION_TYPE

Interaction type removed

x

REMOVE_GROUP

Group removed

x

SEND_FEEDBACK

Agent feedback sent

x

SEND_RECORDING

Recording sent

x

SYNCHRONIZE_NOW

Remote user synchronization forced

x

INCLUDE_IN_REPORTS_CHANGED

Include in reports review status changed

x

EDIT_AUDIT_REASON

Replace reason changed

x

EDIT_USER

User edited

x

MERGE_AUDIT_REASON

Replace reason merged

x

USER_LOGIN

Interaction Tag name edited

x

USER_LOGOUT

User logged out

x

USER_PROFILE_CHANGE_DELEGATE

User profile delegation changed

x

*This event is triggered when a subevaluation is deleted (not when a call/conversation is deleted).

UM Events

Actions triggered from within User Management represent all access-related activities performed by users (for example: login, logout, requesting a token etc.).

Click here to expand...

The following list is representative of the Login Events in User Management:

Module

Activity

Description

Asynchronous

Synchronous

Custom Activities

ACTION_PUSHER_SYNC

Synchronization with pusher triggered

x

CREATE_CUSTOM_ROLE

Custom role created

x

CREATE_CUSTOM_ROLE_MAPPING

Role mapping to custom role created

x

CREATE_LICENSE

License file imported to user management

x

CREATE_PROVIDER_CLIENT

Provider client created

x

CREATE_SUPERVISOR_MEMBERSHIP

Supervisor membership created

x

DELETE_CUSTOM_ROLE

Custom role deleted

x

DELETE_CUSTOM_ROLE_MAPPING

Role mapping to custom role deleted

x

DELETE_EVENTS

Events deleted

x

DELETE_IMPORTED_USERS

Imported users deleted

x

DELETE_PROVIDER_CLIENT

Provider client deleted

x

DELETE_SUPERVISOR_MEMBERSHIP

Supervisor membership deleted

x

UPDATE_CUSTOM_ROLE

Custom role updated

x

UPDATE_REALM_SETTINGS

Realm settings updated

x

UPDATE_SUPERVISOR_MEMBERSHIP

Supervisor membership updated

x

UPDATE_USER_EXTENSION

User extension updated

x

Build-in Activities

AUTHREQID_TO_TOKEN

Client initiated backchannel authentication (CIBA) token granted

x

AUTHREQID_TO_TOKEN_ERROR

Error on granting CIBA token

x

CLIENT_DELETE

Client deleted

x

CLIENT_DELETE_ERROR

Error on client deletion

x

CLIENT_INFO

Client info obtained during client registration

x

CLIENT_INFO_ERROR

Error on getting client info

x

CLIENT_INITIATED_ACCOUNT_LINKING

User account linked with external identity provider using specific client

x

CLIENT_INITIATED_ACCOUNT_LINKING_ERROR

Error on client initiated account linking

x

CLIENT_LOGIN

Client logged in 

x

CLIENT_LOGIN_ERROR

Error on client login

x

CLIENT_REGISTER

Client registered

x

CLIENT_REGISTER_ERROR

Error on client registration

x

CLIENT_UPDATE

Client updated

x

CLIENT_UPDATE_ERROR

Error on client update

x

CODE_TO_TOKEN

Authorization code exchanged for a token

x

CODE_TO_TOKEN_ERROR

Error on exchanging authorization code for a token

x

CUSTOM_REQUIRED_ACTION

Custom required action triggered

x

CUSTOM_REQUIRED_ACTION_ERROR

Error on custom required action

x

DELETE_ACCOUNT

User deleted its account via manage acount console

x

DELETE_ACCOUNT_ERROR

Error on account deletion

x

EXECUTE_ACTIONS

Action executed

x

EXECUTE_ACTIONS_ERROR

Error on executing action

x

EXECUTE_ACTION_TOKEN

Token permitting specific action executed

x

EXECUTE_ACTION_TOKEN_ERROR

Error on action token execution

x

FEDERATED_IDENTITY_LINK

User account linked with federated identity provider

x

FEDERATED_IDENTITY_LINK_ERROR

Error on federated identity link

x

GRANT_CONSENT

Consent granted

x

GRANT_CONSENT_ERROR

Error on consent grant

x

IDENTITY_PROVIDER_FIRST_LOGIN

Login with identity provider triggered for the first time

x

IDENTITY_PROVIDER_FIRST_LOGIN_ERROR

Error on identity provider first login

x

IDENTITY_PROVIDER_LINK_ACCOUNT

Identity provider account linked

x

IDENTITY_PROVIDER_LINK_ACCOUNT_ERROR

Error on identity provider link account

x

IDENTITY_PROVIDER_LOGIN

Identity provider used to log in

x

IDENTITY_PROVIDER_LOGIN_ERROR

Error on identity provider login

x

IDENTITY_PROVIDER_POST_LOGIN

Identity provider post login action triggered

x

IDENTITY_PROVIDER_POST_LOGIN_ERROR

Error on identity provider post login

x

IDENTITY_PROVIDER_RESPONSE

Identity provider responded

x

IDENTITY_PROVIDER_RESPONSE_ERROR

Identity provider response error

x

IDENTITY_PROVIDER_RETRIEVE_TOKEN

Identity provider token retrieved

x

IDENTITY_PROVIDER_RETRIEVE_TOKEN_ERROR

Error on identity provider retrieve token

x

IMPERSONATE

Logged user is switched/impersonated to other user

x

IMPERSONATE_ERROR

Error on user impersonation

x

INTROSPECT_TOKEN

Token introspected

x

INTROSPECT_TOKEN_ERROR

Error on introspect token

x

INVALID_SIGNATURE

Invalid certificate signature

x

INVALID_SIGNATURE_ERROR

Invalid signature error

x

LOGIN

User logged in

x

LOGIN_ERROR

Error on user login

x

LOGOUT

User logged out

x

LOGOUT_ERROR

Error on user logout

x

OAUTH2_DEVICE_AUTH

Device authorization

x

OAUTH2_DEVICE_AUTH_ERROR

Error on device authorization

x

OAUTH2_DEVICE_CODE_TO_TOKEN

Device authorization code for token

x

OAUTH2_DEVICE_CODE_TO_TOKEN_ERROR

Error on exchanging device authorization code for token

x

OAUTH2_DEVICE_VERIFY_USER_CODE

Device user code verified

x

OAUTH2_DEVICE_VERIFY_USER_CODE_ERROR

Error on user code verification

x

PERMISSION_TOKEN

User management access (UMA) token grant type requested

x

PERMISSION_TOKEN_ERROR

Error on UMA token grant request

x

PUSHED_AUTHORIZATION_REQUEST

Authorization request pushed

x

PUSHED_AUTHORIZATION_REQUEST_ERROR

Error on pushing authorization request

x

REGISTER

User registered

x

REGISTER_ERROR

Error on user register

x

REGISTER_NODE

New client cluster node registered

x

REGISTER_NODE_ERROR

Error on registering client cluster node

x

REMOVE_FEDERATED_IDENTITY

Federated identity removed

x

REMOVE_FEDERATED_IDENTITY_ERROR

Error on removing federated identity

x

REMOVE_TOTP

Time-based one-time password removed

x

REMOVE_TOTP_ERROR

Error on remove time-based one-time password

x

RESET_PASSWORD

Password reset

x

RESET_PASSWORD_ERROR

Error on password reset

x

RESTART_AUTHENTICATION

Authentication restarted

x

RESTART_AUTHENTICATION_ERROR

Error on authentication restart

x

REVOKE_GRANT

Token grant revoked

x

REVOKE_GRANT_ERROR

Error on token revoke grant 

x

SEND_IDENTITY_PROVIDER_LINK

Identity provider link sent

x

SEND_IDENTITY_PROVIDER_LINK_ERROR

Error on sending identity provider link

x

SEND_RESET_PASSWORD

Reset password sent

x

SEND_RESET_PASSWORD_ERROR

Error on sending reset password

x

SEND_VERIFY_EMAIL

Verify email sent

x

SEND_VERIFY_EMAIL_ERROR

Error on sending verify email

x

TOKEN_EXCHANGE

Token exchanged

x

TOKEN_EXCHANGE_ERROR

Error on token exchange

x

UNREGISTER_NODE

Client cluster node unregistered

x

UNREGISTER_NODE_ERROR

Error on client cluster node unregistration

x

UPDATE_CONSENT

User consent updated

x

UPDATE_CONSENT_ERROR

Error on user consent update

x

UPDATE_EMAIL

Email updated

x

UPDATE_EMAIL_ERROR

Error on update email 

x

UPDATE_PASSWORD

Password updated

x

UPDATE_PASSWORD_ERROR

Error on update password

x

UPDATE_PROFILE

Profile updated

x

UPDATE_PROFILE_ERROR

Error on update profile

x

UPDATE_TOTP

Time-based one-time password updated

x

UPDATE_TOTP_ERROR

Error on update time-based one-time password

x

VALIDATE_ACCESS_TOKEN

Access token validated

x

VALIDATE_ACCESS_TOKEN_ERROR

Error on validating access token

x

VERIFY_EMAIL

Email verified

x

VERIFY_EMAIL_ERROR

Error on verify email

x

VERIFY_PROFILE

Profile verified

x

VERIFY_PROFILE_ERROR

Error on verifying profile 

x

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