Page Properties | ||
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Name the action using a noun followed by past-tense verb. For example:
|
Vonage Contact Center (VCC) keeps track of all agent and supervisor actions, such as when an agent logs in and when they change their state, and when a supervisor creates a new agent or changes their phone number.
...
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. | 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 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 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. | |||||||
Agent's presence state changed | Appears when a VCC admin or permitted supervisor | archiveschanges an agent | in User Admin's presence state in Team Monitoring. 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 user was archived in. |
Id: AgentID , Name: AgentName
For example:
Id: 378945 , Name: AnneParkes
CallGuid: CallGUID
For example:
CallGuid: 01804bc5-ek59-fbfa-e2f5-6a39l59b87c7
AgentName presence set to PresenceState (PresenceStateID)
For example:
Carl Carson presence set to In Meeting (47141c01-f27b-4d11-ba75-310a0b447106)
Appears when a VCC admin or permitted supervisor
deletes a comment for a call recordingarchives an agent in User Admin. For information, see
Listening to, viewing, and commenting on interaction content.For example:
Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ecNote | ||
---|---|---|
| ||
The action appears in the audit log of all accounts the user is linked to, not just the account the user was archived in. |
Id: AgentID , Name: AgentName
For example:
Id: 378945 , Name: AnneParkes
CallGuid: CallGUID
For example:
Profile: TechAuthorProfile (en-gb) - Profile created
Profile: TechAuthorProfile (en-gb) - Profile modified - Skip calls under: 10s (previously 1)
Profile: TechAuthorProfile (en-gb) - Profile CallGuid: 01804bc5-ek59-fbfa-e2f5-6a39l59b87c7
For example:
Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ecProfile: ProfileName (ProfileLanguage) - Action - Details
For example:
Profile: TechAuthorProfile (en-gb) - Profile created
Profile: TechAuthorProfile (en-gb) - Profile modified - Skip calls under: 10s (previously 1)
Profile: TechAuthorProfile (en-gb) - Profile exported
Profile: TechAuthorProfile (en-gb) - Profile imported - 0 categories, 0 subcategories, 0 rules
Profile: COPY_TechAuthorProfile (en-gb) - Profile copied
Profile: COPY_TechAuthorProfile (en-gb) - Profile deleted
Profile: TechAuthorProfile (en-gb) - Category created - Category1
Profile: TechAuthorProfile (en-gb) - Category copied - COPY_Category1
Profile: TechAuthorProfile (en-gb) - Category modified - Category2 (previous name: COPY_Category1)
Profile: TechAuthorProfile (en-gb) - Subcategory created - Category1 / Subcategory1
Profile: TechAuthorProfile (en-gb) - Rule created - Category1 / Subcategory1 / Agent: "Hello how may I help you"
Profile: TechAuthorProfile (en-gb) - Rule modified - Category1 / Subcategory1 / Agent: "Good day how may I help you" (previously: Agent: "Hello how may I help you")
Profile: TechAuthorProfile (en-gb) - SubstitutionRule created - Agent: "Vonij" -> "Vonage"
GroupID: GroupID changed to PermissionLevel for user: UserName on Acc: AccountName
For example:
GroupID: 86544 changed to write(2) for user: Eddie on Acc: TechAuthor
Queue: QueueName on InteractionPlanName (InteractionPlanNumber) changed to PermissionLevel for user: UserName on Acc: AccountName
For example:
Queue: A Queue on TechAuthor interaction plan (441234567890) changed to write(1) for user: Eddie on Acc: TechAuthor
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
For example:
01526571893For example:
432:Wrap upFor example:
Passwords expire after 100 days. Agents cannot use PINs. Minimum length: 10, Lower case: 1, Upper case: 1, Digits: 1, Special characters: 1Copy Interaction Plan
Deprecated
Appears when a VCC admin or permitted supervisor copies an interaction plan.
SourceInteractionPlanName (Id: SourceInteractionPlanID)->DestinationInteractionPlanName (Id: DestinationInteractionPlanID)
For example:
01234567890 (Id:01234567890 )->TechAuthor interaction plan (Id: 6c5b49ec-0b35-4c4f-b599-b2b0ebff3e50)
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)
AppletType:InteractionPlanName (Id: InteractionPlanID):AppletName
For example:
ACD:TechAuthor interaction plan (Id: 6c5b49ec-0b35-4c4f-b599-b2b0ebff3e50):NewACDApplet
Id: InteractionPlanID Name: InteractionPlanName
For example:
Id: 301b6d3e-d5ac-471a-9a72-fc6b5883e7a2 Name: Service plan
Id: InteractionPlanMappingID Name: InteractionPlanMappingName Plan: InteractionPlanID
For example:
Id: e8ddf3bf-5186-40c6-9f4b-8976cd898098 Name: Service mapping Plan: 301b6d3e-d5ac-471a-9a72-fc6b5883e7a2
For example:
"Sales English" (19891) created.UserName Name Email UserType ChargeableStatus
UserType is one of the following values:
- Reseller (2)
- Customer (3)
For example:
JoeS Joe Smith joe.smith@email.com 3 TrueGroupName: GroupID: MaxWrapup: MaxUnexpected: BusyThreshold: WrapUpThreshold
For example:
Demo Group:4:10:10:300:300For example:
Groups A, B, and CCustomer mobility started. Source node: SourceNode. Target node: TargetNode.
For example:
Customer mobility started. Source node: prd-emea-fra.contact-world.net. Target node: prd-emea-lon.contact-world.net.
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)
InteractionPlanName (Id: InteractionPlanID):AppletName
For example:
TechAuthor interaction plan (Id: 6c5b49ec-0b35-4c4f-b599-b2b0ebff3e50):OldApplet
For example:
Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ecInteraction GUID: 'InteractionGUID', Content key: 'InteractionContentKey', Type: 'InteractionContentType', Reason: 'ReasonForDeletion'
For example:
Interaction GUID: '0173ee94-6341-4d0a-8d15-11942d529541', Content key: 'voicemail-8238318', Type: 'voicemail', Reason: 'user action'
Interaction GUID: '017fd0c6-910f-0e24-df67-dfa5fff252f6', Content key: 'callRecording', Type: 'callRecording', Reason: 'User action'
"SkillName" (SkillID) deleted.
For example:
"Expert agents" (434248) deleted.
Appears when a VCC admin or permitted supervisor deletes a user in User Admin. For information, see Configuring individual users.
Note | ||
---|---|---|
| ||
The action appears in the audit log of all accounts the user was linked to, not just the account the user was deleted from. |
Username
For example:
HelenG
For example:
1234567ViewID
ViewID is the unique ID that a view is assigned when a supervisor creates a view.
For example:
7301For example:
Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ecAgentID: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 - TrueGroupName:GroupID:MaxWrapup:MaxUnexpected:BusyThreshold:WrapUpThreshold
For example:
Demo Group:4:10:10:300:300For example:
Interaction Content - Configured retention changed from 400 to 402 days. Service Description reviewedID: 'DashboardID', Name: 'DashboardName'
For example:
ID: '2137', Name: 'Agent performance - login/logout details'
Source ID: 'SourceDashboardID', Source name: 'SourceDashboardName', Target ID: 'TargetDashboardID', Target name: 'TargetDashboardName'
For example:
Source ID: '1234', Source name: 'Agent performance - login/logout details', Target ID: '4321', Target name: 'Agent performance - login/logout details - Sales Team'
ID: 'DashboardID', Name: 'DashboardName'
For example:
ID:
'1234',
Name: 'Agent performance - login/logout details'
or
Update Friendly Names Completed
ID: 'DashboardID', Name: 'DashboardName'
For example:
Update Friendly Names CompletedLanguage pack update
ID: '1234', Name: 'Agent performance - login/logout details'
ID: 'DashboardID', Name: 'DashboardName'
For example:
ID: '1234', Name: 'Agent performance - login/logout details'
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:
Agent 12345 was created exceeding the licence limit with user's consent.
Deprecated
A successful Login action results in no related data. Unsuccessful Login actions have related data, such as:
- Account suspended
- Attempt to login by a locked user
- Attempt to login by an archived user
- Attempt to login using username and password to a SSO only account failed
- Invalid password
- IP Address not whitelisted
- User does not exist
- User is not linked to any accounts
Successful Login SSO action:
- Successful login using Microsoft issuer 'MicrosoftIssuer', username 'UserName'
- Successful login using Okta SSO issuer 'OktaIssuer', username 'UserName'
- Successful login using Salesforce org ID 'SalesforceOrgID', username 'UserName'
- Successful login using Vonage account ID 'VonageAccountID', username 'UserName'
Unsuccessful Login SSO action:
- Failed login - Email address 'UserEmail' not verified. Using Salesforce org ID 'SalesforceOrgID', username 'UserName'
- Failed login - Multiple matching users found for Email 'UserEmail'. Using Microsoft issuer 'MicrosoftIssuer', username 'UserName'
- Failed login - Multiple matching users found for Email 'UserEmail'. Using Salesforce org ID 'SalesforceOrgID', username 'UserName'
- Failed login - No matching user found for Email 'UserEmail'. Using Microsoft issuer 'MicrosoftIssuer', username 'UserName'
- Failed login - No matching user found for Email 'UserEmail'. Using Okta SSO issuer 'OktaIssuer', username 'UserName'
- Failed login - No matching user found for Email 'UserEmail'. Using Salesforce org ID 'SalesforceOrgID', username 'UserName'
Successful login using VBC user UserName in account VCCAccountID
For example:
Successful login using VBC user Helen G in account 12345
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:scssets the initial applet for an interaction plan. For information about setting an initial applet, see Setting initial applet.
InteractionPlanTelephoneNumber - ServiceName:AppletName
For example:
TechAuthor interaction plan:Welcome menu
AgentUid: AgentID, Guid: InteractionGUID
For example:
AgentUid: 10001626, Guid: 0ca90901-990c-40a5-892d-a5dff1969ec9
PhoneCapacity: LiveInteractionCapacity, EmailCapacity: SemiLiveInteractionCapacity, ChatCapacity: NonLiveInteractionCapacity
For example:
PhoneCapacity: 100, EmailCapacity: 100, ChatCapacity: 100
Update IVRSlotName FriendlyName to: IVRSlotFriendlyName
or
Update Friendly Names Completed
For example:
Update Digit 1 FriendlyName to: Menu item
Update Friendly Names Completed
Agent AgentID was created exceeding the licence limit with user's consent.
For example:
Agent 12345 was created exceeding the licence limit with user's consent.
Deprecated
A successful Login action results in no related data. Unsuccessful Login actions have related data, such as:
- Account suspended
- Attempt to login by a locked user
- Attempt to login by an archived user
- Attempt to login using username and password to a SSO only account failed
- Invalid password
- IP Address not whitelisted
- User does not exist
- User is not linked to any accounts
Successful Login SSO action:
- Successful login using Microsoft issuer 'MicrosoftIssuer', username 'UserName'
- Successful login using Okta SSO issuer 'OktaIssuer', username 'UserName'
- Successful login using Salesforce org ID 'SalesforceOrgID', username 'UserName'
- Successful login using Vonage account ID 'VonageAccountID', username 'UserName'
Unsuccessful Login SSO action:
- Failed login - Email address 'UserEmail' not verified. Using Salesforce org ID 'SalesforceOrgID', username 'UserName'
- Failed login - Multiple matching users found for Email 'UserEmail'. Using Microsoft issuer 'MicrosoftIssuer', username 'UserName'
- Failed login - Multiple matching users found for Email 'UserEmail'. Using Salesforce org ID 'SalesforceOrgID', username 'UserName'
- Failed login - No matching user found for Email 'UserEmail'. Using Microsoft issuer 'MicrosoftIssuer', username 'UserName'
- Failed login - No matching user found for Email 'UserEmail'. Using Okta SSO issuer 'OktaIssuer', username 'UserName'
- Failed login - No matching user found for Email 'UserEmail'. Using Salesforce org ID 'SalesforceOrgID', username 'UserName'
Successful login using VBC user UserName in account VCCAccountID
For example:
Successful login using VBC user Helen G in account 12345
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:scsfor user: UserName on Acc: AccountName
For example:
for user: HelenG on Acc: TechAuthor
for user: UserName on Acc: AccountName
For example:
for user: HelenG on Acc: TechAuthor
for user: UserName on Acc: AccountName
For example:
for user: HelenG on Acc: TechAuthor
for user: UserName on Acc: AccountName
For example:
for user: HelenG on Acc: TechAuthor
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 example:
3 presences fetchedCall timeout limit: NoAnswerTimeoutHHMMSS, Wrap up: WrapUpTimeHHMMSS, Post call agent state: PostCallAgentState
For example:
for user: HelenG on Acc: TechAuthor
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: HelenG on Acc: TechAuthor
For example:
Agent and Interaction Statistics - Reason "audit". Service Description reviewedfor user: UserName on Acc: AccountNameID: 'DashboardID', Name: 'DashboardName'
For example:
for user: HelenG on Acc: TechAuthor
ID: '71bed513-97de-492a-878b-379738443e0e', Name: 'Service level agreement dashboard'
for user: UserName on Acc: AccountNameID: 'DashboardID', Name: 'DashboardName'
For example:
for user: HelenG on Acc: TechAuthor
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:
Note | ||
---|---|---|
| ||
CountryNumber represents the position of the chosen country in the list of countries. NationalOrInternational determines the format of displayed numbers in ContactPad. |
TechAuthor from user: Simon
For example:
3 presences fetchedfor user: UserName on Acc: AccountName
For example:
for user: Supervisor on Acc: TechAuthor
for user: UserName on Acc: AccountName
For example:
Call timeout limit: 00:00:10, Wrap up: 00:03:00, Post call agent state: Ready
for user: Supervisor on Acc: TechAuthor
For example:
Agent and Interaction Statistics - Reason "audit". Service Description reviewedfor user: UserName on Acc: AccountName
For example:
for user: Supervisor on Acc: TechAuthor
GroupID: GroupID for user: UserName on Acc: AccountName
For example:
ID: '71bed513-97de-492a-878b-379738443e0e', Name: 'Service level agreement dashboard'
GroupID: 86544 for user: Eddie on Acc: TechAuthor
Interaction Plan: InteractionPlanName (InteractionPlanNumber) for user: UserName on Acc: AccountName
For example:
ID: '71bed513-97de-492a-878b-379738443e0e', Name: 'Service level agreement dashboard'
Interaction Plan: TechAuthor interaction plan (441234567890) for user: Eddie on Acc: TechAuthor
LineId: LineName (LineID) for user: UserName on Acc: AccountName
For example:
ID: '71bed513-97de-492a-878b-379738443e0e', Name: 'Service level agreement dashboard'
LineID: ServiceLine (12345) for user: Eddie on Acc: TechAuthor
PSTN Address: PSTNAddress for user: UserName on Acc: AccountName
For example:
441234567890
9fb185fb-7638-47a4-ae29-fd96662f6e44
PSTN Address: 01234567890 for user: Eddie on Acc: TechAuthor
Mandatory Call Rating Frequency: PercentageOfCallsToRate
For example:
Mandatory Call Rating Frequency: 75
Queue: QueueName on InteractionPlanName (InteractionPlanNumber) for user: UserName on Acc: AccountName
For example:
Queue: A Queue on TechAuthor interaction plan (441234567890) for user: Eddie on Acc: TechAuthor
LinkedAccount AgentID:from user: UserNameGroupID
For example:
TechAuthor 6543:from user: Simon
1
for user: UserName on Acc: AccountName
For example:
for user: Supervisor on Acc: TechAuthor
For example:
0000:Agent:4871
4:Group:4871
InteractionPlanID
For example:
for user: Supervisor on Acc: TechAuthor
441234567890
9fb185fb-7638-47a4-ae29-fd96662f6e44
for user: UserName on Acc: AccountName
For example:
for user: Supervisor on Acc: TechAuthor
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:GroupID: 86544 for user: Eddie on Acc: TechAuthor
Remove interaction plan permission4871:All groupsAppears when
an agent reports a problem in ContactPad. For information about
Interaction Plan: InteractionPlanName (InteractionPlanNumber) for user: UserName on Acc: AccountName
For example:
Interaction Plan: TechAuthor interaction plan (441234567890) 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
PSTN 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:
Queue: A Queue on TechAuthor interaction plan (441234567890) for user: Eddie on Acc: TechAuthor
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:6543:from:1
removefromviewId:4871 Username:JoeS Email: JoeS@example.com SCSFor example:
0000:Agent:4871
4:Group:4871
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 groupsUserNameManagee 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. |
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:
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
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
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%
or
Application is not running
or
User mismatch, region: VCCRegion, username: UserName, account name: AccountNamesee Data Source Mappings.
Id: DataSourceMappingID, Name: DataSourceMappingName, Type: string, Description: DataSourceMappingDescription, DataSources: (DataSource_1, DataSource_2, ..., DataSource_n)
For example:
User mismatch, region: nam, username: HelenG, account name: TechAuthor
For example:
"Englihs" (13561) name changed to "English".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:
Changed to: 5
Transfer Wrap Up Time: TransferWrapUpTime
For example:
Transfer Wrap Up Time: 10
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
addressexisting applet in Interaction
Plan Manager. For information, see Using Interaction Plans Manager.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: PercentageOveragePlans 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:
TechAuthor allocation: 70.00%, max overage: 10.00%
NewACDApplet - TechAuthor interaction plan (Id: 6c5b49ec-0b35-4c4f-b599-b2b0ebff3e50) - Queue Timeout: 600
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)
Updated NoOfUpdatedNumbers of TotalCallbackNumbers callback numbers
For example:
Updated 3 of 5 callback numbers
Id: InteractionPlanID Name: InteractionPlanName
For example:
Id: 97aa773a 9fb185fb-89c0-496c-819d-31badc969e03, Name: Audit log credentials, Scopes: (agents-availability:read, interaction-content:delete, interactions:write)
7638-47a4-ae29-fd96662f6e44 Name: Technical Author plan
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
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's name, email address, or license in User Admin. For information,
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
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
an interaction plan mapping in Interaction Plans Managera user's email address in User Admin. For information, see
Using Interaction Plans Manager.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's name, email address, or license in User Admin. For information, see Configuring individual users.
title | License change |
---|
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
admin or permittedsupervisor updates a user's
email address in User Adminexternal ID. 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 ID was changed in. |
UserName OldEmail NewEmail'NewExternalID'
For example:
JoeS joe.smith@oldemail.com joeJoeS 'joe.smith@email.com'
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
GroupName:GroupID:MaxUnexpectedSeconds:MaxWrapUpSeconds
For example:
All agents:354353:30:30
InteractionPlanID:PostCallInteractionPlanName
For example:
9fb185fb-7638-47a4-ae29-fd96662f6e44:Post-call interaction plan
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. |
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:JoeS 'joe.smith@email.com'
updategroupuser:JoeS/acc:SalesAccount SCS_SupervisorMonitoring (to default)For example:All agents:354353:30:30
UpdatePostCallNamedRouteuser: JoeS to Normal User on Acc: SalesAccountAgentId: AgentID VbcUsername: VBCUsername
For example:
9fb185fb-7638-47a4-ae29-fd96662f6e44:Post-call interaction plan
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
For example:
user:JoeS/acc:SalesAccount SCS_SupervisorMonitoring (to default)User role changeAgentId: AgentID VbcUsername: VBCUsername
For example:
AgentId: 110 VbcUsername: helen.griffith
For example:
user: JoeS to Normal User on Acc: SalesAccountAgentId: AgentID VbcUsername: VBCUsername
For example:
AgentId: 110 VbcUsername: helen.griffith
AgentId: AgentID VbcUsername: VBCUsername
For example:
AgentId: 110 VbcUsername: helen.griffith
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., see Using Vonage Contact Center and Microsoft Teams.
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.
Id: SubscriptionID, Name: SubscriptionName, Enabled: True/False
For example:
Id: 2VcZtWEP6ewABPlYLcuFW3CV574, Name: MySubscription, Enabled: True
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)
Id: SubscriptionID, Name: SubscriptionName
For example:
Id: 2VcZtWEP6ewABPlYLcuFW3CV574, Name: MySubscription