ContactWorld 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.
The following table contains all the actions that ContactWorld tracks, and examples of related data that appears.
| Action | Description | Related data | Example |
|---|---|---|---|
| Add account link | Appears when a ContactWorld supervisor adds a linked account for a user. For information about adding a linked account, see Creating a new user. | AccountName to user: UserName | SalesAccount to user: PeterJ |
| Add Screenpop | Appears when a ContactWorld supervisor creates a new screen pop. Screen pops appear in ContactHub. | Group: GroupName Name: ScreenpopName | Group:Demo Group Name:New screenpop |
| Add Transfer String: | Appears when a ContactWorld supervisor adds a transfer string for an applet in Interaction Architect. For information about transfer strings, see Transferring a call to an applet. | TransferString for AppletName - InteractionPlanTelephoneNumber | 4321 for test - 01888698066 |
| addagent | Appears when a supervisor adds a new agent in Real Time. For information about adding new agents, see Creating an agent. | AgentID: AgentName: AgentPINNumber: ChargeableStatus: ActiveStatus | 507:DarrenB:7845300432:1234:chargeable - True:active - True |
| addagenttogroup | Appears when a supervisor adds an agent to a group. For information about adding an agent to a group, see Adding an agent to a group. | AgentID:addto:GroupID | 432:addto:4 |
| addtoview | Appears when a 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 | 0000:Agent:832:80:4871 4:Group:459:217:4871 |
| Agent Added To Skill | Appears when ContactWorld supervisor assigns a skill to an agent in Skill Management. For information about assigning skills, see Configuring skills. | Agent "AgentName" (xxxxxxxxxxxxxx) added to skill "SkillName" (SkillID). | Agent "Melanie" (122521) added to skill "French" (20081). |
| Agent Removed From Skill | Appears when ContactWorld supervisor removes an agent from a skill in Skill Management. For information about removing agents from skills, see Configuring skills. | Agent "AgentName" (xxxxxxxxxxxxxx) removed from skill "SkillName" (SkillID). | Agent "Melanie" (122521) removed from skill "French" (20081). |
| Agent Settings | Appears when an agent changes their telephone number in ContactPad. For information on changing a phone number, see Changing your telephone number. | Edit Tel No: from OldTelephoneNumber to NewTelephoneNumber | Edit Tel No: from 014826870316 to 07086537681 |
| Change SSO Settings | Appears when a supervisor changes the Single Sign-On configuration. | Salesforce: Enabled/Disabled, ContactWorld identifier: xxxx, Salesforce identifier: xxxx Microsoft: Enabled/Disabled, ContactWorld identifier: xxxx, Azure identifier: xxxx, Azure domain: xxxx | 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 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 | 01526571893 |
| changeagentstate | Appears when a supervisor changes an agent's state in Real Time. | AgentID:State | 432:Wrap up |
| Change Password Policy | Appears when a supervisor changes the password expiry settings or minimum complexity requirements. | 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 | Passwords expire after 100 days. Agents cannot use PINs. Minimum length: 10, Lower case: 1, Upper case: 1, Digits: 1, Special characters: 1 |
| Create Skill | Appears when a ContactWorld supervisor creates a new skill in Skill Management. For information about creating skills, see Configuring skills. | "SkillName" (SkillID) created. | "Sales English" (19891) created. |
| Create user | Appears when a ContactWorld supervisor creates a new user in the User Access module. For information about creating users, see Creating a new user. | UserName Name Email UserType ChargeableStatus UserType is one of the following values:
| JoeS Joe Smith joe.smith@email.com 3 True |
| CreateApplet | Appears when a ContactWorld supervisor creates a new applet. | AppletType:ServiceNumber:AppletName when the applet is part of a call plan. or AppletType:NamedRouteUID:AppletName 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). | ACD:01886890686:NewACDApplet |
| creategroup | Appears when a supervisor creates a new agent group in Real Time. For information about creating groups, see Creating a group. | GroupName: GroupID: MaxWrapup: MaxUnexpected: BusyThreshold: WrapUpThreshold For information about the different threshlds, see Creating a group. | Demo Group:4:10:10:300:300 |
| CreateProfile | Appears when a ContactWorld supervisor creates a new profile in the Stats and Reports module. For information about creating a profile, 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). | NewProfile: 01569310420, 01886889606, SalesAccount-1, SalesAccount-2::Summary |
| createview | Appears when a supervisor creates a view in Real Time. For information about creating views, see Using Real Time views. | NameOfView | Groups A, B, and C |
| deleteagent | Appears when a supervisor deletes an agent in Real Time. For information about deleting agents, see Deleting an agent. | AgentID | 1234567 |
| DeleteApplet | Appears when a ContactWorld supervisor deletes an applet. | ServiceNumber:AppletName when the applet is part of a call plan. or NamedRouteUID:AppletName 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). | SalesAccount-1:OldApplet |
| Delete user | Appears when a ContactWorld supervisor deletes a user. | UserName | |
| deleteview | Appears when a 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. | 7301 |
| editagent | Appears when a supervisor edits an agent in Real Time. For information about editing agents, see Editing an agent. | AgentID: AgentName: AgentTelephoneNumber: AgentPINNumber: ChargeableStatus: ActiveStatus | 03017975:Anna:555108105:4321:chargeable - True:active - True |
| editgroup | Appears when a supervisor edits an agent group in Real Time. For information about editing groups, see Editing a group. | GroupName: GroupID: MaxWrapup: MaxUnexpected: BusyThreshold: WrapUpThreshold For information about the different thresholds, see Creating a group. | Demo Group:4:10:10:300:300 |
| Link agent to user | Appears when a supervisor links an agent to their account | Agent AgentUserName has been linked to SupervisorUserName | |
| Login | Appears when a ContactWorld supervisor or agent logs in to ContactWorld. For information about logging in to ContactWorld or ContactPad, see Logging in to ContactWorld. | ||
| Logout | Appears when a ContactWorld supervisor or agent logs out from ContactWorld or ContactPad. | ||
| logoutagent | Appears when a supervisor logs an agent out of ContactWorld in Real Time. | AgentID:scs | 3021363:scs |
| removefromview | Appears when a supervisor removes an agent, group, or queue from the Real Time desktop. For information about removing items from the desktop, see Organizing the Real Time desktop. | ObjectID:ObjectType:UserID | 0000:Agent:4871 4:Group:4871 |
| renameview | Appears when a supervisor renames a view in Real Time. For information about renaming views, see Using Real Time views. | ViewID:NewName ViewID is the unique ID that a view is assigned when a supervisor creates a view. | 4871:All groups |
| ResetAgentPassword | Appears when a supervisor clicks Forgot Password in Real Time. This sends a forgotten password email to the agent. | Id:AgentId Username:Username Email: EmailAddress | Id:4871 Username:JoeS Email: JoeS@example.com SCS |
| Salesforce Administration | Appears when a ContactWorld supervisor successfully updates the salesforce credentials used to link ContactWorld to a Salesforce account. For more information, see Linking ContactWorld to a Salesforce account. | Salesforce credentials updated to username 'SalesforceUsername' on instance 'SalesforceInstance' | Salesforce credentials updated to username 'test@example.com' on instance 'EU3' |
| ServiceName | Appears when a ContactWorld supervisor assigns a service name to a telephone number or named route in Interaction Architect. For information about assigning service names, see Setting service name. | 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). | SalesAccount-1:MainServiceLine |
| ShowAgentReport | Appears when a ContactWorld supervisor runs an agent type report. For information about showing reports, see Running a report. | UserName:ProfileName | HelenG:Agent profile for December |
| ShowSummaryReport:profile | Appears when a ContactWorld supervisor runs a summary type report. For information about showing reports, see Running a report. | ProfileName: ddis: ndate: FromDate: to: ToDate n is the number of telephone numbers and named routes (DDISs) reported on in the displayed report. | Summary profile for January: ddis: 1date: 01/01/2015: to: 31/01/2015 |
| Skills Name Change | Appears when a ContactWorld supervisor changes the name of a skill in Skill Management. For information about editing skills, see Configuring skills. | "SkillName" (SkillID) name changed to "NewSkillName". | "Englihs" (13561) name changed to "English". |
| StatsColumns | Appears when a ContactWorld supervisor edits the stats details for a report profile of summary or agent states types. For information about editing profiles, see Editing a profile. | altered: ProfileName | altered: Summary profile for January |
| StatsProfile | Appears when a ContactWorld supervisor edits the stats details for a report profile of agent activity, call, or group summary types. For information about editing profiles, see Editing a profile. | Updated:ProfileName | Updated:Agent profile for December |
| Update Applet | Appears when a ContactWorld supervisor updates an existing applet in Interaction 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. |
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| Update user details | Appears when a ContactWorld supervisor updates a user in the User Access module. For information about updating users, see Creating a new user. | UserName Name Email UserType ChargeableStatus UserType is one of the following values:
| JoeS Joe Smith joe.smith@email.com 3 True |
| Update user email | Appears when a ContactWorld supervisor updates a user's email address. | UserName OldEmail NewEmail | |
| Update user password | Appears when a ContactWorld user resets their password through the forgotten password system, or sets it for the first time after receiving a welcome email. | UserName reset their password using forgotten password email or UserName set their password using welcome email | |
| Update user SSO external ID | Appears when a ContactWorld supervisor updates a user's external ID | UserName 'NewExternalID' | |
| UpdateProfile | Appears when a ContactWorld supervisor edits a profile in the Stats and Reports module. For information about editing a profile, 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). | NewProfile: 01569310420, 01886889606, SalesAccount-1, SalesAccount-2::Summary |
| User perm change | Appears when a ContactWorld supervisor edits a user's account permissions. For information about editing account permissions, see Editing linked account permissions. | user:UserName/acc:AccountName FieldChanged NewValue
| user:JoeS/acc:SalesAccount SCS_SupervisorMonitoring (to default) |
| User role change | Appears when a ContactWorld supervisor changes a user's role. For information about changing users' roles, see Editing linked account permissions. | user: UserName to UserRole on Acc: AccountName | user: JoeS to Normal User on Acc: SalesAccount |
| Send forgot password email | Appears when a ContactWorld supervisor requests forgotten password email for a user. | Username: UserName Email: Email | Username: pdrucker Email: peter.drucker@newvoicemedia.com |