Tracked actions

Access call recording

(previously Accessed call recording)

For example: Interaction GUID: '0173fbe1-73de-c757-e848-85bf6304d0ec', Content key: 'callRecording'

Interaction GUID: 'InteractionGUID', Content key: 'categorizationResult'

For example: Interaction GUID: '0173fbe1-73de-c757-e848-85bf6304d0ec', Content key: 'categorizationResult'

Interaction GUID: 'InteractionGUID', Content key: 'ContentID'

For example:
Interaction GUID: 'dfc7cae6-11ac-4e5d-be73-30c51269f011', Content key: 'ec206870-c8ce-4ddc-a629-0718869ec840'

Interaction GUID: 'InteractionGUID', Content key: 'transcript'

For example: Interaction GUID: '0173fbe1-73de-c757-e848-85bf6304d0ec', Content key: 'transcript'

For example:

Id: AgentID , Name: AgentName

For example:
Id: 378945 , Name: AnneParkes

For example:

GroupID: GroupID PermissionLevel for user: UserName on Acc: AccountName

For example:
GroupID: 354353 read(1) for user: Eddie on Acc: TechAuthor
GroupID: 86544 write(2) for user: Eddie on Acc: TechAuthor

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

ManagerUserName ManageeUserName

For example:
HelenG PhilL

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) PermissionLevel for user: UserName on Acc: AccountName

For example:
Queue: A Queue on TechAuthor interaction plan (441234567890) read(1) for user: Eddie on Acc: TechAuthor
Queue: B Queue on TechAuthor interaction plan (441234567890) write(2) for user: Eddie on Acc: TechAuthor

For example:

For example:

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.

For example:

Appears when a VCC admin or permitted supervisor adds an agent to a group in User Admin. For information, see Configuring groups.

For example:

For example:

0000:Agent:832:80:4871

4:Group:459:217:4871

For example:

For example:

For example:

Agent "AgentName" (AgentID) skill "SkillName" (SkillID) updated to level SkillLevel.

For example:
Agent "agent3" (8965803) skill "Bespoke Brazilian Portuguese" (13701) updated to level 9.

Id: AgentID , Name: AgentName

For example:
Id: 378945 , Name: AnneParkes

CallGuid: CallGUID

For example:
CallGuid: 01804bc5-ek59-fbfa-e2f5-6a39l59b87c7

For example:

Profile: 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:

For example:

For example:

Copy 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:

UserName Name Email UserType ChargeableStatus

UserType is one of the following values:

• Reseller (2)
• Customer (3)

For example:

GroupName: GroupID: MaxWrapup: MaxUnexpected: BusyThreshold: WrapUpThreshold

For example:

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:

For example:

Customer 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:

Interaction 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.

Username

For example:
HelenG

For example:

ViewID

ViewID is the unique ID that a view is assigned when a supervisor creates a view.

For example:

For example:

AgentID:AgentName:AgentTelephoneNumber:chargeable - ChargeableStatus:active - ActiveStatus:WebRTC - WebRTCStatus:Transcribe calls - TranscribeCallsStatus

For example:

GroupName:GroupID:MaxWrapup:MaxUnexpected:BusyThreshold:WrapUpThreshold

For example:

For example:

Appears when a VCC admin or permitted supervisor sets 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:

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

for user: UserName on Acc: AccountName

For example:
for user: HelenG on Acc: TechAuthor

For example:

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 example:

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

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

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:
GroupID: 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) 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

AgentID:from:GroupID

For example:
6543:from:1

For 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:

For example:

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:

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:

For example:

ProfileName: ddis: ndate: FromDate: to: ToDate

n is the number of telephone numbers and named routes (DDISs) reported on in the displayed report.

For example:

For example:

For example:

For example:

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

UserName Name Email UserType ChargeableStatus

UserType is one of the following values:

• Reseller (2)
• Customer (3)

For example:

UserName OldEmail NewEmail

For example:
JoeS joe.smith@oldemail.com joe.smith@email.com

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

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

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:

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:

For example:

AgentId: 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.