How do I see system activity?
ContactWorld keeps track of many supervisor activities, such as logging in to ContactWorld, creating a new agent, changing an agent's states, or creating a new applet in Interaction Architect. For a list of all tracked actions, see Tracked actions. In the System Audit area of ContactWorld you can view and search these actions.
To view system activity, log in to ContactWorld and go to the System Audit area of ContactWorld. For information about logging in to ContactWorld, see Logging in to the NewVoiceMedia platform.
In the main section of System Audit, all the tracked actions are displayed. By default, all the tracked actions appear. Each action includes the following information:
- Date/Time. The date and time at which the user performed the action.
- Account. The ContactWorld account to which the agent belongs.
- User. The name of the agent who performed the action.
- Action. The action performed.
- Data. Specific data relating to the action.
- IP Address. The IP address of where the action was performed.
You can page through the actions using the specific page number, Next Page and Previous Page links. Click the << << or >> >> links to go straight to the first or last page respectively.
In the Search section of System Audit, you can search the actions to show only those that you are interested in. Define your search criteria.
| Field | Options | Description |
|---|---|---|
| Search on criteria | List of criteria types | The type of information to use in your search. Select User to search actions by user. Allows up to 50 characters, including letters, numbers, hyphens and underscores. Select Action to search actions by action. Select IpAddress to search action by IP address. Select Data to search actions by data. Action, IpAddress and Data searches allow you to search for up to 255 characters. |
| where value | List of search types | The type of search to perform. Select Matches to perform a case-insensitive search for information. This search returns only the results that match the search criteria exactly. Select Contains to perform a case-insensitive search for information that includes the search term. |
| Text | The text to use in your search. The field allows up to 50 characters (for User type searches) or 255 characters (for other types of searches). Accepted characters include letters, numbers, hyphens, and underscores. | |
| Start date and End date | Date | The date range used to filter search results. By default, the Start date is one month before the current date and the End date is the current date. If you use a blank start and end date, ContactWorld uses the default values. If you select a Start date, your search returns information from that date. If you don't provide a value for State date, information from the date on which your account became active is returned. If you select an End date, your search returns information up to that date. If you don't provide a value for End date, information up to the current date is returned. |
Click Search. The returned actions appear in the main section. Click Clear Search at any time to display all the actions again.