...
The following table contains all the actions that VCC tracks, and examples of related data that appears.
Action | Description | Related data | ||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Access call recording (previously Accessed call recording) | Appears when a VCC admin, or a permitted supervisor or agent accesses a call recording. For information about accessing call recordings, see Listening to, viewing, and commenting on interaction content. | Interaction GUID: 'InteractionGUID', Content key: 'callRecording' For example: Interaction GUID: '0173fbe1-73de-c757-e848-85bf6304d0ec', Content key: 'callRecording' | ||||||||||||
Access categorization result | Appears when a VCC admin, or a permitted supervisor or agent accesses a call recording's categorization data. For information about accessing categorization data, see Analyzing a call recording. | Interaction GUID: 'InteractionGUID', Content key: 'categorizationResult' For example: Interaction GUID: '0173fbe1-73de-c757-e848-85bf6304d0ec', Content key: 'categorizationResult' | ||||||||||||
Access chat transcript | Appears when a VCC admin, or a permitted supervisor or agent accesses a chat transcript in the call recording player. | Interaction GUID: 'InteractionGUID', Content key: 'ContentID' For example: | ||||||||||||
Access transcript | Appears when a VCC admin, or a permitted supervisor or agent accesses a transcript in the call recording player. For information about accessing transcripts, see Analyzing a call recording. | Interaction GUID: 'InteractionGUID', Content key: 'transcript' For example: Interaction GUID: '0173fbe1-73de-c757-e848-85bf6304d0ec', Content key: 'transcript' | ||||||||||||
Accessed call recording comments | Appears when a VCC admin, or a permitted supervisor or agent accesses call recording comments or Conversation Analyzer. For information about accessing call recording comments or Conversation Analyzer, see Listening to, viewing, and commenting on interaction content or Analyzing a call recording. | Call GUID: CallGUID For example: Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec | ||||||||||||
Access Interaction Content | Deprecated | |||||||||||||
Activate user | Appears when a VCC admin or permitted supervisor activates an agent in User Admin. For information, see Configuring individual users.
| Id: AgentID , Name: AgentName For example: | ||||||||||||
Add account link | Appears when a VCC admin or permitted supervisor adds a linked account for | a user. For information about adding a linked account, see Creatinga | newuser. | AccountName to user: UserName For example: SalesAccount to user: PeterJ | ||||||||||
Add group permission | Appears when a VCC admin or permitted supervisor gives another user permission to manage a group. For information about adding group permissions, see Configuring individual users. | GroupID: GroupID PermissionLevel for user: UserName on Acc: AccountName For example: | ||||||||||||
Add interaction plan permission | Appears when a VCC admin or permitted supervisor gives another user permission to manage an interaction plan. For information about adding interaction plan permissions, see Configuring individual users. | Interaction Plan: InteractionPlanName (InteractionPlanNumber) for user: UserName on Acc: AccountName For example: | ||||||||||||
Add line permission | Appears when a VCC admin or permitted supervisor gives another user permission to manage a line. For information about adding line permissions, see Configuring individual users. | LineId: LineName (LineID) for user: UserName on Acc: AccountName For example: | ||||||||||||
Add managee | Appears when a VCC admin adds a managee for a user in User Access. For information, see Editing a user. | PSTN address permission | Appears when a VCC admin or permitted supervisor gives another user permission to manage a PSTN address. For information about adding PSTN address permissions, see Configuring individual users. | PSTN Address: PSTNAddress for user: UserName on Acc: AccountName For example: | ||||||||||
Add queue permission | Appears when a VCC admin or permitted supervisor gives another user permission to manage a queue. For information about adding queue permissions, see Configuring individual users. | Queue: QueueName on InteractionPlanName (InteractionPlanNumber) PermissionLevel for user: UserName on Acc: AccountName For example: | ||||||||||||
Add Screenpop | Appears when a VCC supervisor creates a new screen pop. Screen pops appear in ContactHub. | Group: GroupName Name: ScreenpopName For example: Group:Demo Group Name:New screenpop | ||||||||||||
Add Transfer String: | Appears when a VCC admin or permitted supervisor adds a transfer string for an applet in Interaction Plans Architect. For information about transfer strings, see Configuring applet transfer strings. | TransferString for AppletName - InteractionPlanTelephoneNumber For example: 4321 for test - 01888698066 | ||||||||||||
addagent | Appears when a VCC admin or permitted supervisor adds a new agent in User Admin. For information about adding new agents, see Configuring individual users. | AgentID: AgentName: AgentPINNumber: ChargeableStatus: ActiveStatus For example: 507:DarrenB:7845300432:1234:chargeable - True:active - True | ||||||||||||
addagenttogroup | Appears when a VCC admin or permitted supervisor adds an agent to a group in User Admin. For information, see Configuring groups. | AgentID:addto:GroupID For example: 432:addto:4 | ||||||||||||
addtoview | Appears when a VCC admin or permitted supervisor adds an agent, group, or queue to or moves the item on the Real Time desktop. For information about adding items to the desktop, see Organizing the Real Time desktop. | ObjectID: ObjectType: Coordinates: Coordinates: UserID For example: 0000:Agent:832:80:4871 4:Group:459:217:4871 | ||||||||||||
Agent Added To Skill | Appears when a VCC admin or permitted supervisor assigns a skill to an agent in User Admin. For information about assigning skills, see Configuring skills. | Agent "AgentName" (xxxxxxxxxxxxxx) added to skill "SkillName" (SkillID). For example: Agent "Melanie" (122521) added to skill "French" (20081). | ||||||||||||
Agent Removed From Skill | Appears when a VCC admin or permitted supervisor removes an agent from a skill in User Admin. For information about removing agents from skills, see Configuring skills. | Agent "AgentName" (xxxxxxxxxxxxxx) removed from skill "SkillName" (SkillID). For example: Agent "Melanie" (122521) removed from skill "French" (20081). | ||||||||||||
Agent Settings | Appears when a VCC agent changes their telephone number in ContactPad. For information on changing a phone number, see Changing your telephone number in ContactPad. | Edit Tel No: from OldTelephoneNumber to NewTelephoneNumber For example: Edit Tel No: from 014826870316 to 07086537681 | ||||||||||||
Agent Skill Level Changed | Appears when a VCC admin or permitted supervisor changes an agent's skill level in User Admin. For information, see Configuring individual users. | Agent "AgentName" (AgentID) skill "SkillName" (SkillID) updated to level SkillLevel. For example: | ||||||||||||
API Authentication Token Agent's presence state changed | Appears when a VCC admin or permitted supervisor changes an agent's presence state in Team Monitoring. For information, see Managing an agent's assigned skills in a Team Monitoring dashboard. | AgentName presence set to PresenceState (PresenceStateID) For example: | ||||||||||||
API Authentication Token Generated | Appears when a VCC admin or permitted supervisor generates a new API authentication token. For information, see Getting your account key and API authentication token. | |||||||||||||
Archive user | Appears when a VCC admin or permitted supervisor archives an agent in User Admin. For information, see Configuring individual users. |
| Id: AgentID , Name: AgentName For example: | |||||||||||
Call recording comment added | Appears when a VCC admin or permitted supervisor adds a comment to a call recording in the call recording player. For information, see Listening to, viewing, and commenting on interaction content. | CallGuid: CallGUID For example: | ||||||||||||
Call recording comment deleted | Appears when a VCC admin or permitted supervisor deletes a comment for a call recording. For information, see Listening to, viewing, and commenting on interaction content. | Call GUID: CallGUID For example: Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec | ||||||||||||
Category Editor Update | Appears when a VCC admin or supervisor makes a change in Category Editor. For information, see Category Editor for Conversation Analyzer. | Profile: ProfileName (ProfileLanguage) - Action - Details For example: | ||||||||||||
Change group permission | Appears when a VCC admin or permitted supervisor changes another user's permission to a group. For information about changing group permissions, see Configuring individual users. | GroupID: GroupID changed to PermissionLevel for user: UserName on Acc: AccountName For example: | ||||||||||||
Change queue permission | Appears when a VCC admin or permitted supervisor changes another user's permission to a queue. For information about changing queue permissions, see Configuring individual users. | Queue: QueueName on InteractionPlanName (InteractionPlanNumber) changed to PermissionLevel for user: UserName on Acc: AccountName For example: | ||||||||||||
Change SSO Settings | Appears when a VCC admin or permitted supervisor changes the Single Sign-On configuration. For information, see Configuring single sign-on. | Salesforce: Enabled/Disabled, ContactWorld identifier: xxxx, Salesforce identifier: xxxx Microsoft: Enabled/Disabled, ContactWorld identifier: xxxx, Azure identifier: xxxx, Azure domain: xxxx For example: Salesforce: Enabled, ContactWorld identifier: ExternalId, Salesforce identifier: UserId Microsoft: Enabled, ContactWorld identifier: Email, Azure identifier: Username, Azure domain: Contoso | ||||||||||||
Change supervisor tel | Appears when a permitted VCC supervisor changes the telephone number that they use to listen to calls. For information about changing this telephone number, see Setting your number for supervising calls. | NewTelephoneNumber For example: 01526571893 | ||||||||||||
changeagentstate | Appears when a VCC admin or permitted supervisor changes an agent's state in Real Time. For information, see Changing an agent's state. | AgentID:State For example: 432:Wrap up | ||||||||||||
Change Password Policy | Appears when a VCC admin or permitted supervisor changes the password expiry settings or minimum complexity requirements. For information, see Configuring password policy. | Passwords never expire/expire after xx days. Agents can/cannot use PINs. Minimum length: xx, Lower case: xx, Upper case: xx, Digits: xx, Special characters: xx For example: Passwords expire after 100 days. Agents cannot use PINs. Minimum length: 10, Lower case: 1, Upper case: 1, Digits: 1, Special characters: 1 | ||||||||||||
Copy Interaction Plan | Deprecated Appears when a VCC admin or permitted supervisor copies an interaction plan. | SourceInteractionPlanName (Id: SourceInteractionPlanID)->DestinationInteractionPlanName (Id: DestinationInteractionPlanID) For example: | ||||||||||||
Create Aggregate Data Source | Appears when a VCC admin creates a data source mapping. For information, see Data Source Mappings. | Id: DataSourceMappingID, Name: DataSourceMappingName, Type: string, Description: DataSourceMappingDescription, DataSources: (DataSource_1, DataSource_2, DataSource_n) For example: | ||||||||||||
Create API Credentials | Appears when a VCC supervisor creates API credentials. For information, see API Credentials. | Id: APICredentialsID, Name: APICredentialsName, Scopes: (Scope_1, Scope_2, ..., Scope_n) For example: | ||||||||||||
Create Applet | Appears when a VCC admin or permitted supervisor creates a new applet. For information, see Creating an applet. | AppletType:InteractionPlanName (Id: InteractionPlanID):AppletName For example: | ||||||||||||
Create Interaction Plan | Appears when a VCC admin or permitted supervisor creates an interaction plan. For information, see Using Interaction Plans Manager. | Id: InteractionPlanID Name: InteractionPlanName For example: | ||||||||||||
Create Interaction Plan Mapping | Appears when a VCC VCC admin or permitted supervisor creates an interaction plan mapping. For information, see Using Interaction Plans Manager. | Id: InteractionPlanMappingID Name: InteractionPlanMappingName Plan: InteractionPlanID For example: | ||||||||||||
Create Skill | Appears when a VCC supervisor creates a new skill in User Admin. For information about creating skills, see Configuring skills. | "SkillName" (SkillID) created. For example: "Sales English" (19891) created. | ||||||||||||
Create user | Appears when a VCC admin or permitted supervisor creates a new user in the User | AccessAdmin module. For information about creating users, see | Creating a new userConfiguring individual users. | UserName Name Email UserType ChargeableStatus UserType is one of the following values:
For example: JoeS Joe Smith joe.smith@email.com 3 True | ||||||||||
creategroup | Appears when a VCC admin or permitted supervisor creates a new agent group in User Admin. For information about creating groups, see Configuring groups. | GroupName: GroupID: MaxWrapup: MaxUnexpected: BusyThreshold: WrapUpThreshold For example: Demo Group:4:10:10:300:300 | ||||||||||||
createview | Appears when a VCC admin or permitted supervisor creates a | new profile in the Stats and Reports moduleview in Real Time. For information about creating | a profileviews, see | Creating a profile.ProfileName: ServiceNumbersAndNamedRouteUIDs: :ProfileType ServiceNumbersAndNamedRouteUIDs is a comma-separated list of the service numbers and named route IDs on which the profile's report will run. A named route UID is the internal name given to a named route when it is created. The UID consists of the account name, a dash, and the number of the route (routes are numbered in order of creation). For example: NewProfile: 01569310420, 01886889606, SalesAccount-1, SalesAccount-2::Summary | ||||||||||
createview | Appears when a VCC admin or permitted supervisor creates a view in Real Time. For information about creating views, see Using Real Time views. | NameOfView For example: Groups A, B, and C | ||||||||||||
Customer mobility finished | Appears when Vonage finishes moving a customer account to a different node for disaster recovery. | Customer mobility finished. | ||||||||||||
Customer mobility started | Appears when VonageUsing Real Time views. | NameOfView For example: Groups A, B, and C | ||||||||||||
Customer mobility finished | Appears when Vonage finishes moving a customer account to a different node for disaster recovery. | Customer mobility finished. | ||||||||||||
Customer mobility started | Appears when Vonage starts moving a customer account to a different node for disaster recovery. | Customer mobility started. Source node: SourceNode. Target node: TargetNode. For example: | ||||||||||||
Delete API Credentials | Appears when a VCC supervisor deletes API credentials. For information, see Configuring API credentials. | Id: APICredentialsID, Name: APICredentialsName, Scopes: (Scope_1, Scope_2, ..., Scope_n) For example: | ||||||||||||
Delete Applet | Appears when a VCC admin or permitted supervisor deletes an applet in Interaction Plans Management. For information, see Deleting an applet or applets. | InteractionPlanName (Id: InteractionPlanID):AppletName For example: | ||||||||||||
Delete Call Recording Comments | Appears when a VCC admin or permitted supervisor deletes all comments for a given call recording, that is, when they delete an interaction. For information, see Deleting interaction content. | Call GUID: CallGUID For example: Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec | ||||||||||||
Delete Interaction Content | Appears when a VCC admin or permitted supervisor deletes an item of interaction content, such as a voicemail or call recording. When a user deletes a whole interaction, each of its content types (call recording, transcript, categorization result, and so on) is mentioned in a separate message. For information, see Deleting interaction content and Using voicemail in ContactPad. | Interaction GUID: 'InteractionGUID', Content key: 'InteractionContentKey', Type: 'InteractionContentType', Reason: 'ReasonForDeletion' For example: | ||||||||||||
Delete Skill | Appears when a VCC supervisor deletes a skill in User Admin. For information about deleting skills, see Configuring skills. | "SkillName" (SkillID) deleted. For example: | ||||||||||||
Delete user | Appears when a VCC admin or permitted supervisor deletes a user in User Admin. For information, see Configuring individual users. | Username
|
| Username For example: | ||||||||||
deleteagent | Appears when a VCC admin or permitted supervisor deletes an agent in User Admin. For information about deleting agents, see Configuring individual users. | AgentID For example: 1234567 | ||||||||||||
deleteview | Appears when a VCC admin or permitted supervisor deletes a view in Real Time. For information about deleting views, see Using Real Time views. | ViewID ViewID is the unique ID that a view is assigned when a supervisor creates a view. For example: 7301 | ||||||||||||
Download call recording | Appears when a VCC admin or permitted supervisor downloads a call recording using the download button in the call recordings player. For information, see Listening to, viewing, and commenting on interaction content. | Call GUID: CallGUID For example: Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec | ||||||||||||
editagent | Appears when a VCC admin or permitted supervisor edits an agent in User Admin. For information about editing agents, see Configuring individual users. | AgentID:AgentName:AgentTelephoneNumber:chargeable - ChargeableStatus:active - ActiveStatus:WebRTC - WebRTCStatus:Transcribe calls - TranscribeCallsStatus For example: 03017975:Anna:555108105:4321:chargeable - True:active - True:WebRTC - False:Transcribe calls - True | ||||||||||||
editgroup | Appears when a VCC admin or permitted supervisor edits an agent group in User Admin. For information about editing groups, see Configuring groups. | GroupName:GroupID:MaxWrapup:MaxUnexpected:BusyThreshold:WrapUpThreshold For example: Demo Group:4:10:10:300:300 | ||||||||||||
Enable Automatic Deletion | Appears when a VCC admin enables automatic deletion of Agent and Interaction Statistics or Interaction Content, or changes its configured value. For information, see Data Retention. | Interaction Content - Configured retention changed from old value to new value days. Service Description reviewed For example: Interaction Content - Configured retention changed from 400 to 402 days. Service Description reviewed | ||||||||||||
InitialAppletHistorical Analytics dashboard created | Appears when a VCC admin or permitted supervisor sets the initial applet for an interaction plansupervisor or admin creates and saves a new dashboard. For information about setting an initial applet, see Setting initial applet.InteractionPlanTelephoneNumber - ServiceName:AppletName, see Using Historical Analytics. | ID: 'DashboardID', Name: 'DashboardName' For example: | Interaction abandoned | Appears when an agent abandons an interaction in ContactPad. Agents should only abandon an interaction in case of a system error. | AgentUid: AgentID, Guid: InteractionGUIDID: '2137', Name: 'Agent performance - login/logout details' | |||||||||
Historical Analytics dashboard copied | Appears when a VCC supervisor or admin copies and saves an existing dashboard. For information, see Using Historical Analytics. | Source ID: 'SourceDashboardID', Source name: 'SourceDashboardName', Target ID: 'TargetDashboardID', Target name: 'TargetDashboardName' For example:AgentUid: 10001626, Guid: 0ca90901-990c-40a5-892d-a5dff1969ec9 Interaction Capacity SettingsSource ID: '1234', Source name: 'Agent performance - login/logout details', Target ID: '4321', Target name: 'Agent performance - login/logout details - Sales Team' | ||||||||||||
Historical Analytics dashboard deleted | Appears when a VCC admin or permitted supervisor updates the percentage agent capacity used by different interaction types. For information, see Editing Configuration (Account Settings).PhoneCapacity: LiveInteractionCapacity, EmailCapacity: SemiLiveInteractionCapacity, ChatCapacity: NonLiveInteractionCapacitysupervisor or admin deletes a dashboard. For information, see Using Historical Analytics. | ID: 'DashboardID', Name: 'DashboardName' For example: Name: 'Agent performance - login/logout details' | ||||||||||||
Historical Analytics dashboard edited | Appears when a VCC supervisor or admin or permitted supervisor updates the friendly name of an IVR slot. For information, see Configuring friendly names for IVR slots.Update IVRSlotName FriendlyName to: IVRSlotFriendlyName or Update Friendly Names Completedupdates and saves an existing dashboard. For information, see Using Historical Analytics. | ID: 'DashboardID', Name: 'DashboardName' For example: | Language pack update | ID: '1234', Name: 'Agent performance - login/logout details' | ||||||||||
Historical Analytics dashboard viewed | Appears when a VCC supervisor updates a language pack. For information, see Configuring language packs for custom applet announcements. | Language packs have been updated | Licence Overageor admin opens an existing dashboard. For information, see Using Historical Analytics. | ID: 'DashboardID', Name: 'DashboardName' For example: | ||||||||||
InitialApplet | Appears when a VCC admin or permitted supervisor | user saves a new agent whose license exceeds the license limit. The user clicks to accept the additional charge for creating this user. For information, see Configuring licenses.Agent AgentID was created exceeding the licence limit with user's consent. For example: | Link agent to user | Deprecated | ||||||||||
Login | Appears when a VCC user logs in to the VCC Admin Portal or ContactPad. For information about logging in to the VCC Admin Portal or ContactPad, see Logging in to the VCC Admin Portal. | A successful Login action results in no related data. Unsuccessful Login actions have related data, such as:
| ||||||||||||
Login SSO | Appears when a VCC user logs in to the VCC Admin Portal or ContactPad using single sign-on. For information about logging in to the VCC Admin Portal or ContactPad using single sign-on, see Logging in to the VCC Admin Portal using single sign-on or Logging in to ContactPad using single sign-on. | Successful Login SSO action:
Unsuccessful Login SSO action:
| ||||||||||||
sets the initial applet for an interaction plan. For information about setting an initial applet, see Setting initial applet. | InteractionPlanTelephoneNumber - ServiceName:AppletName For example: | |||||||||||||
Interaction abandoned | Appears when an agent abandons an interaction in ContactPad. Agents should only abandon an interaction in case of a system error. | AgentUid: AgentID, Guid: InteractionGUID For example: | ||||||||||||
Interaction Capacity Settings | Appears when a VCC admin or permitted supervisor updates the percentage agent capacity used by different interaction types. For information, see Editing Configuration (Account Settings). | PhoneCapacity: LiveInteractionCapacity, EmailCapacity: SemiLiveInteractionCapacity, ChatCapacity: NonLiveInteractionCapacity For example: | ||||||||||||
IVR Friendly Names | Appears when a VCC admin or permitted supervisor updates the friendly name of an IVR slot. For information, see Configuring friendly names for IVR slots. | Update IVRSlotName FriendlyName to: IVRSlotFriendlyName For example: | ||||||||||||
Language pack update | Appears when a VCC supervisor updates a language pack. For information, see Configuring language packs for custom applet announcements. | Language packs have been updated | ||||||||||||
Licence Overage | Appears when a VCC admin or permitted supervisor user saves a new agent whose license exceeds the license limit. The user clicks to accept the additional charge for creating this user. For information, see Configuring licenses. | Agent AgentID was created exceeding the licence limit with user's consent. For example: | ||||||||||||
Link agent to user | Deprecated | |||||||||||||
Login | Appears when a VCC user logs in to the VCC Admin Portal or ContactPad | using their VBC login credentials. | ForFor information about logging in to the VCC Admin Portal or ContactPad | using VBC, | seesee Logging in to the | Vonage Contact Center Admin Portal using single sign-on or Logging in to ContactPad using single sign-on.Successful login using VBC user UserName in account VCCAccountID For example: | LogoutVCC Admin Portal. | A successful Login action results in no related data. Unsuccessful Login actions have related data, such as:
| ||||||
Login SSO | Appears when a VCC user logs | out fromin to the VCC Admin Portal | oror ContactPad using single sign-on. | For information, see Logging out of ContactPad.logoutagent | Appears when a VCC admin or permitted supervisor logs an agent out ofFor information about logging in to the VCC Admin Portal or ContactPad using single sign-on, see Logging in to the VCC Admin Portal | in Real Time. For information, see Changing an agent's state.AgentID:scs For example: 3021363:scs | ||||||||
Make groups read only | Appears when a VCC admin or permitted supervisor changes all groups to read-only for a user in User Access. For information, see Editing linked account permissions. | for user: UserName on Acc: AccountName For example: | ||||||||||||
Make groups writable | Appears when a VCC admin or permitted supervisor changes all groups to writable for a user in User Access. For information, see Editing linked account permissions. | for user: UserName on Acc: AccountName For example: | ||||||||||||
Make queues read only | Appears when a VCC admin or permitted supervisor changes all queues to read-only for a user in User Access. For information, see Editing linked account permissions. | for user: UserName on Acc: AccountName For example: | ||||||||||||
Make queues writable | Appears when a VCC admin or permitted supervisor changes all queues to writable for a user in User Access. For information, see Editing linked account permissions. | for user: UserName on Acc: AccountName For example: | ||||||||||||
Microsoft Organization Linked | Appears when a VCC admin or permitted supervisor links their VCC account to a Microsoft organization. For information, see Configuring your Vonage Contact Center and Microsoft Teams integration. | Microsoft organization with ID MicrosoftAccountID was linked to the account. | ||||||||||||
Microsoft Organization Unlinked | Appears when a VCC admin or permitted supervisor unlinks their VCC account from a Microsoft organization. For information, see Configuring your Vonage Contact Center and Microsoft Teams integration. | Microsoft organization with ID MicrosoftAccountID was unlinked from the account. | ||||||||||||
using single sign-on or Logging in to ContactPad using single sign-on. | Successful Login SSO action:
Unsuccessful Login SSO action:
| |||||||||||||
Login VBC | Appears when a VCC user logs in to the VCC Admin Portal or ContactPad using their VBC login credentials. For information about logging in to the VCC Admin Portal or ContactPad using VBC, see Logging in to the Vonage Contact Center Admin Portal using single sign-on or Logging in to ContactPad using single sign-on. | Successful login using VBC user UserName in account VCCAccountID For example: | ||||||||||||
Logout | Appears when a VCC user logs out from the VCC Admin Portal or ContactPad. For information, see Logging out of ContactPad. | |||||||||||||
logoutagent | Appears when a VCC admin or permitted supervisor logs an agent out of the VCC Admin Portal in Real Time. For information, see Changing an agent's state. | AgentID:scs For example: 3021363:scs | ||||||||||||
Make groups read only | Appears when a VCC admin or permitted supervisor | resets Microsoft Teams and VCC presence mappingschanges all groups to read-only for a user in User Access. For information, see Configuring | your Vonage Contact Center and Microsoft Teams integration.Default presence mappings from MS Teams to VCC have been restored. | National Settingsadmin and supervisor feature permissions. | for user: UserName on Acc: AccountName For example: | |||||||||
Make groups writable | Appears when a VCC admin or permitted supervisor changes | the account's location settingsall groups to writable for a user in User Access. For information, | see Editing Configuration (Account Settings).Country: CountryNumber National: NationalOrInternationalsee Configuring admin and supervisor feature permissions. | for user: UserName on Acc: AccountName For example: | Country: 227 National: International
Note | ||
---|---|---|
| ||
CountryNumber represents the position of the chosen country in the list of countries. NationalOrInternational determines the format of displayed numbers in ContactPad. |
for user: HelenG on Acc: TechAuthor
For example:
3 presences fetchedfor user: UserName on Acc: AccountName
For example:
for user: HelenG on Acc: TechAuthor
for user: UserName on Acc: AccountName
For example:
For example:
Agent and Interaction Statistics - Reason "audit". Service Description reviewedfor user: HelenG on Acc: TechAuthor
InteractionPlanID
For example:
441234567890
9fb185fb-7638-47a4-ae29-fd96662f6e44
Mandatory Call Rating Frequency: PercentageOfCallsToRate
For example:
Mandatory Call Rating Frequency: 75
ReportName:DateFrom_DateTo
For example:
Weekly Summary:4/22/2022_4/27/2022
Country: CountryNumber National: NationalOrInternational
For example:
Country: 227 National: International
Note | ||
---|---|---|
| ||
CountryNumber represents the position of the chosen country in the list of countries. NationalOrInternational determines the format of displayed numbers in ContactPad. |
for user: UserName on Acc: AccountName
For example:
for user: Supervisor on Acc: TechAuthor
For example:
3 presences fetchedfor user: UserName on Acc: AccountName
Call timeout limit: NoAnswerTimeoutHHMMSS, Wrap up: WrapUpTimeHHMMSS, Post call agent state: PostCallAgentState
For example:
Call timeout limit: 00:00:10, Wrap up: 00:03:00, Post call agent state: Ready
for user: UserName on Acc: AccountName
For example:
for user: Supervisor on Acc: TechAuthor
For example:
Agent and Interaction Statistics - Reason "audit". Service Description reviewedID: 'DashboardID', Name: 'DashboardName'
For example:
ID: '71bed513-97de-492a-878b-379738443e0e', Name: 'Service level agreement dashboard'
ID: 'DashboardID', Name: 'DashboardName'
For example:
ID: '71bed513-97de-492a-878b-379738443e0e', Name: 'Service level agreement dashboard'
ID: 'DashboardID', Name: 'DashboardName'
For example:
ID: '71bed513-97de-492a-878b-379738443e0e', Name: 'Service level agreement dashboard'
InteractionPlanID
For example:
441234567890
9fb185fb-7638-47a4-ae29-fd96662f6e44
Mandatory Call Rating Frequency: PercentageOfCallsToRate
For example:
Mandatory Call Rating Frequency: 75
LinkedAccount from user: UserName
For example:
TechAuthor from user:
Simon
for user: UserName on Acc: AccountName
For example:
for user:
Supervisor on Acc: TechAuthor
for user: UserName on Acc: AccountName
For example:
for user:
Supervisor on Acc: TechAuthor
for user: UserName on Acc: AccountName
For example:
for user: Supervisor on Acc: TechAuthor
GroupID: GroupID for user: UserName on Acc: AccountName
For example:
0000GroupID: Agent:4871
4:Group:4871
86544 for user: Eddie on Acc: TechAuthor
Interaction Plan: InteractionPlanName (InteractionPlanNumber) for user: UserName on Acc: AccountName
For example:
Interaction Plan: TechAuthor interaction plan (441234567890
9fb185fb-7638-47a4-ae29-fd96662f6e44RenameApplet
) for user: Eddie on Acc: TechAuthor
LineId: LineName (LineID) for user: UserName on Acc: AccountName
For example:
LineID: ServiceLine (12345) for user: Eddie on Acc: TechAuthor
ViewID:NewName
ViewID is the unique ID that a view is assigned when a supervisor creates a view.
For example:
4871:All groupsPSTN Address: PSTNAddress for user: UserName on Acc: AccountName
For example:
PSTN Address: 01234567890 for user: Eddie on Acc: TechAuthor
Queue: QueueName on InteractionPlanName (InteractionPlanNumber) for user: UserName on Acc: AccountName
For example:
Note | ||
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| ||
When a VCC admin removes a managee from their existing manager ('parent'), the admin becomes the managee's new manager ('parent'). UserNameNewManager is always the user name of the person who performed the action. |
Queue: A Queue on TechAuthor interaction plan (441234567890) for user: Eddie on Acc: TechAuthor
AgentID:
AgentId Username:Username Email: EmailAddressfrom:GroupID
For example:
6543:
4871 Username:JoeS Email: JoeS@example.com SCSfrom:1
Submission for/Cancellation for/Processed Right to be Forgotten. Token red-GUID
For example:
Submission for Right to be Forgotten. Token red-3edcbb7f-89df-4237-883
Cancellation for Right to be Forgotten. Token red-01b2f41f-bb05-485e-980
Processed Right to be Forgotten Token red-b0654375-4689-441f-bd4
For example:
0000:Agent:4871
4:Group:4871
For example:
Salesforce credentials updated to username 'test@example.com' on instance 'EU3'User is not logged in
or
Application is not running
or
User mismatch, region: VCCRegion, username: UserName, account name: AccountName
For example:
User mismatch, region: nam, username: HelenG, account name: TechAuthor
Username: UserName Email: UserEmail
For example:
Username: JoeS Email: joe.smith@email.com
ServiceNumber:ServiceName when the applet is part of a call plan.
or
NamedRouteUID:ServiceName when the applet is part of an interaction plan. The NamedRouteUID is the internal name given to a named route when it is created. The UID consists of the account name, a dash, and the number of the route (routes are numbered in order of creation).
For example:
SalesAccount-1:MainServiceLineFor example:
HelenG:Agent profile for DecemberProfileName: ddis: ndate: FromDate: to: ToDate
n is the number of telephone numbers and named routes (DDISs) reported on in the displayed report.
For example:
Summary profile for January: ddis: 1date: 01/01/2015: to: 31/01/2015For example:
"Englihs" (13561) name changed to "English".For example:
altered: Summary profile for JanuaryFor example:
Updated:Agent profile for Decemberremoves the post-call named route for an interaction plan. For information, see Setting post-call named route.InteractionPlanID
For example:
441234567890
9fb185fb-7638-47a4-ae29-fd96662f6e44
InteractionPlanName:AppletName to NewAppletName
For example:
*TechAuthor interaction plan:Default queueueue to Default queue
ViewID:NewName
ViewID is the unique ID that a view is assigned when a supervisor creates a view.
For example:
4871:All groupsAppears when an agent reports a problem in ContactPad. For information about reporting problems, see Reporting problems in ContactPad. Only problems reported after a call has ended are logged.
Note | ||
---|---|---|
| ||
In addition to reporting Vonage problems in ContactPad, agents can report audio problems too. Audit Log includes only Vonage problems and not audio problems. Audio problems are displayed in Real-time Analytics and Historical Analytics. For information about viewing audio problems in Real-time Analytics and in Historical Analytics, see Viewing audio problems in Real-time Analytics and Audio problems summary. |
Agent ID: AgentID, Last interaction GUID: InteractionGUID, WebRTC connection state (1): Vonage | ConnectedStatus, WebRTC connection state (2): Backup | ConnectedStatus
Last interaction GUID only appears if there was an interaction before the agent reported a problem. WebRTB connection state information only appears if the feature is enabled for the agent's account.
For example:
Agent ID: 110, Last interaction GUID: cbfc48f2-8861-40dc-9997-77a6f1bf982e, WebRTC connection state (1): Vonage | Connected, WebRTC connection state (2): Backup | Connected
UserNameManagee UserNameNewManager
For example:
LeoG new parent: HelenG
Note | ||
---|---|---|
| ||
When a VCC admin removes a managee from their existing manager ('parent'), the admin becomes the managee's new manager ('parent'). UserNameNewManager is always the user name of the person who performed the action. |
For example:
Id:4871 Username:JoeS Email: JoeS@example.com SCSSubmission for/Cancellation for/Processed Right to be Forgotten. Token red-GUID
For example:
Submission for Right to be Forgotten. Token red-3edcbb7f-89df-4237-883
Cancellation for Right to be Forgotten. Token red-01b2f41f-bb05-485e-980
Processed Right to be Forgotten Token red-b0654375-4689-441f-bd4
For example:
Salesforce credentials updated to username 'test@example.com' on instance 'EU3'User is not logged in
or
Application is not running
or
User mismatch, region: VCCRegion, username: UserName, account name: AccountName
For example:
User mismatch, region: nam, username: HelenG, account name: TechAuthor
For example:
"Englihs" (13561) name changed to "English".Changed to: TransferStringLengthLimit
For example:
Changed to: 5
Transfer Wrap Up Time: TransferWrapUpTime
For example:
Transfer Wrap Up Time: 10
Address: DestinationAddress Type: DestinationType Name: DestinationName
For example:
Address: Emails Type: Api Name: Secondary destination
Address: 441234567890 Type: PSTN Name: Main destination
AccountName allocation: PercentageLicenseAllocation, max overage: PercentageOverage
For example:
TechAuthor allocation: 70.00%, max overage: 10.00%
Id: DataSourceMappingID, Name: DataSourceMappingName, Type: string, Description: DataSourceMappingDescription, DataSources: (DataSource_1, DataSource_2, ..., DataSource_n)
For example:
Id: 27784, Name: Audit log, Type: string, Description: A data source mapping to test the audit log, DataSources: (ds1, ds2)
Id: APICredentialsID, Name: APICredentialsName, Scopes: (Scope_1, Scope_2, ..., Scope_n)
For example:
Id: 97aa773a-89c0-496c-819d-31badc969e03, Name: Audit log credentials, Scopes: (agents-availability:read, interaction-content:delete, interactions:write)
Appears when a VCC admin or permitted supervisor updates an existing applet in Interaction Plans Architect. The data that appears varies according to the applet updated. Updates to some applet types are not recorded.
For example, the values in many of the fields in an ACD applet are recorded and displayed.
For information, see Editing an applet.
AppletName - InteractionPlanName (Id: InteractionPlanID) - AdditionalInformation
For example:
NewACDApplet - TechAuthor interaction plan (Id: 6c5b49ec-0b35-4c4f-b599-b2b0ebff3e50) - Queue Timeout: 600
Updated NoOfUpdatedNumbers of TotalCallbackNumbers callback numbers
For example:
Updated 3 of 5 callback numbers
Id: InteractionPlanID Name: InteractionPlanName
For example:
Id: 9fb185fb-7638-47a4-ae29-fd96662f6e44 Name: Technical Author plan
Id: InteractionPlanMapping ID Name: InteractionPlanMappingName Plan: InteractionPlanID
For example:
Id: e8ddf3bf-5186-40c6-9f4b-8976cd898098 Name: TechAuthor mapping Plan: 301b6d3e-d5ac-471a-9a72-fc6b5883e7a2
Appears when a VCC admin or permitted supervisor updates a user
UserName Name Email UserType ChargeableStatus
UserType is one of the following values:
- Reseller (2)
- Customer (3)
For example:
JoeS Joe Smith's name, email address, or license in User Admin. For information, see Configuring individual users.
Note | ||
---|---|---|
| ||
A change of license — from admin to agent, for example — is not noted in the Data column. |
Note | ||
---|---|---|
| ||
The action appears in the audit log of all accounts the user is linked to, not just the account the user's details were changed in. |
UserName Email CustomerType Chargeable
For example:
JoeS joe.smith@email.com
Customer True
Appears when a VCC admin or permitted supervisor updates
a user's email address in User Admin. For information, see Configuring individual users.
Note | ||
---|---|---|
| ||
The action appears in the audit log of all accounts the user is linked to, not just the account the email address was changed in. |
UserName OldEmail NewEmail
For example:
JoeS joe.smith@oldemail.com joe.smith@email.com
Appears when a VCC user resets their password through the forgotten password system, or sets it for the first time after receiving a welcome email. For information, see Logging in to ContactPad.
Note | ||
---|---|---|
| ||
The action appears in the audit log of all accounts the user is linked to, not just the account the user's password was reset in. |
UserName reset their password using forgotten password email
or
UserName set their password using welcome email
For example:
HelenG set their password using welcome email
Appears when a VCC supervisor updates a user's external ID. For information, see Configuring
Note | ||
---|---|---|
| ||
The action appears in the audit log of all accounts the user is linked to, not just the account the email ID was changed in. |
UserName 'NewExternalID'
For example:
JoeS 'joe.smith@email.com'
GroupName:GroupID:MaxUnexpectedSeconds:MaxWrapUpSeconds
For example:
All agents:354353:30:30
InteractionPlanID:PostCallInteractionPlanName
For example:
9fb185fb-7638-47a4-ae29-fd96662f6e44:Post-call interaction plan
-47a4-ae29-fd96662f6e44:Post-call interaction plan
user:UserName/acc:AccountName FieldChanged NewValue
NewValue can be one of three values:
- 0—no
- 1—yes
- 2—read
- 3—modify
- (to default)—the value was changed to the default value for that field
For example:
user:JoeS/acc:SalesAccount SCS_SupervisorMonitoring (to default)ProfileName: ServiceNumbersAndNamedRouteUIDs: :ProfileType
ServiceNumbersAndNamedRouteUIDs is a comma-separated list of the service numbers and named route IDs on which the profile's report will run. A named route UID is the internal name given to a named route when it is created. The UID consists of the account name, a dash, and the number of the route (routes are numbered in order of creation).
For example:
NewProfile: 01569310420, 01886889606, SalesAccount-1, SalesAccount-2::SummaryFor example:
user: JoeS to Normal User on Acc: SalesAccountAgentId: AgentID VbcUsername: VBCUsername
For example:
AgentId: 110 VbcUsername: helen.griffith
user:UserName/acc:AccountName FieldChanged NewValue
NewValue can be one of three values:- 0—no
- 1—yes
- 2—read
- 3—modify
- (to default)—the value was changed to the default value for that field
AgentId: AgentID VbcUsername: VBCUsername
For example:
AgentId: 110 VbcUsername: helen.griffith
For example:
user: JoeS to Normal User on Acc: SalesAccountVCC presence with ID VCCPresenceID was mapped to MS Teams presence with ID TeamsPresenceID.
For example:
VCC presence with ID 6e72e465-2ba2-4d2b-8b23-ee7ecd26f65c was mapped to MS Teams presence with ID a3bc03da-4ac0-43ae-b5be-8fa51c73babb.
Id: SubscriptionID, Name: SubscriptionName, Enabled: True/False
For example:
AgentId: 110 VbcUsername: helen.griffith
Id: 2VcZtWEP6ewABPlYLcuFW3CV574, Name: MySubscription, Enabled: True
AgentId: AgentID VbcUsername: VBCUsername
For example:
AgentId: 110 VbcUsername: helen.griffith
Id: SubscriptionID, Name: SubscriptionName, Enabled: True/False, Properties Changed: (Properties)
Properties is a comma-separated list of subscription properties that were changed. Possible properties are Name, Url, Events, Enabled, Secret
For example:
Id: 2VcZtWEP6ewABPlYLcuFW3CV574, Name: MySubscription, Enabled: False, Properties Changed: (Enabled, Events, Name, Url)
VCC presence with ID VCCPresenceID was mapped to MS Teams presence with ID TeamsPresenceID.
For example:VCC presence with ID 6e72e465-2ba2-4d2b-8b23-ee7ecd26f65c was mapped to MS Teams presence with ID a3bc03da-4ac0-43ae-b5be-8fa51c73babb.user deletes a webhooks subscription.
Id: SubscriptionID, Name: SubscriptionName
For example:
Id: 2VcZtWEP6ewABPlYLcuFW3CV574, Name: MySubscription