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.
The following table contains all the actions that VCC tracks, and examples of related data that appears.
| Action | Description | Related data | Example |
|---|---|---|---|
| Accessed call recording | Appears when a VCC supervisor or agent accesses a call recording. For information about accessing call recordings, see Listening to and commenting on an audio recording. | Call GUID: CallGUID | Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec |
| Accessed call recording comments | Appears when a VCC supervisor or agent accesses call recording comments or Conversation Analyzer. For information about accessing call recording comments or Conversation Analyzer, see Listening to and commenting on an audio recording or Analyzing a call recording. | Call GUID: CallGUID | Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec |
| Access Interaction Content | Appears when a VCC user accesses interaction content other than a call recording, for example, a transcript or categorization results. | Interaction GUID: 'CallGUID', Content key: 'content key', Type: 'content type' | Interaction GUID: '0173fbe1-73de-c757-e848-85bf6304d0ec', Content key: 'transcript', Type: 'transcript' |
| Add account link | Appears when a VCC 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 VCC 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 VCC supervisor adds a transfer string for an applet in Interaction Architect. For information about transfer strings, see Configuring applet transfer strings. | TransferString for AppletName - InteractionPlanTelephoneNumber | 4321 for test - 01888698066 |
| addagent | Appears when a VCC 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 VCC 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 VCC 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 a VCC supervisor assigns a skill to an agent in Skill Management. For information about assigning skills, see Configuring skills in Skill Management. | Agent "AgentName" (xxxxxxxxxxxxxx) added to skill "SkillName" (SkillID). | Agent "Melanie" (122521) added to skill "French" (20081). |
| Agent Removed From Skill | Appears when a VCC supervisor removes an agent from a skill in Skill Management. For information about removing agents from skills, see Configuring skills in Skill Management. | Agent "AgentName" (xxxxxxxxxxxxxx) removed from skill "SkillName" (SkillID). | 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. | Edit Tel No: from OldTelephoneNumber to NewTelephoneNumber | Edit Tel No: from 014826870316 to 07086537681 |
| Call recording comment deleted | Appears when a VCC user deletes a comment for a call recording. | Call GUID: CallGUID | Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec |
| Change SSO Settings | Appears when a VCC 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 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 | 01526571893 |
| changeagentstate | Appears when a VCC supervisor changes an agent's state in Real Time. | AgentID:State | 432:Wrap up |
| Change Password Policy | Appears when a VCC 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 VCC supervisor creates a new skill in Skill Management. For information about creating skills, see Configuring skills in Skill Management. | "SkillName" (SkillID) created. | "Sales English" (19891) created. |
| Create user | Appears when a VCC 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 VCC 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 VCC 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 VCC 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 VCC 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 VCC supervisor deletes an agent in Real Time. For information about deleting agents, see Deleting an agent. | AgentID | 1234567 |
| DeleteApplet | Appears when a VCC 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 Call Recording Comments | Appears when a VCC user deletes all comments for a given call recording, that is, when they delete an interaction. | Call GUID: CallGUID | Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec |
| Delete Interaction Content | Appears when a VCC user deletes an interaction content file. 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. | Interaction GUID: 'call guid', Content key: 'content key', Type: 'content type', Reason: 'user action' | Interaction GUID: 'c5e60de1-d833-4b11-93ab-f6aab5830119', Content key: 'callRecording', Type: 'callRecording', Reason: 'user action' |
| Delete Skill | Appears when a VCC supervisor deletes a skill in User Admin. For information about deleting skills, see Configuring skills. | "SkillName" (SkillID) deleted. | |
| Delete user | Appears when a VCC supervisor deletes a user. | UserName | |
| deleteview | Appears when a VCC 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 |
| Download call recording | Appears when a VCC user downloads a call recording using the download button in the call recordings player. | Call GUID: CallGUID | Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec |
| editagent | Appears when a VCC 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 VCC 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 |
| Enable Automatic Deletion | Appears when a VCC administrator enables automatic deletion of Agent and Interaction Statistics or Interaction Content, or changes its configured value. | Interaction Content - Configured retention changed from old value to new value days. Service Description reviewed | Interaction Content - Configured retention changed from 400 to 402 days. Service Description reviewed |
| InitialApplet | Appears when a VCC supervisor sets the initial applet for an interaction plan. For information about setting an initial applet, see Setting initial applet. | InteractionPlanTelephoneNumber - ServiceName:AppletName | |
| Link agent to user | Appears when a VCC supervisor links an agent to their account | Agent AgentUserName has been linked to SupervisorUserName | |
| Login | Appears when a VCC supervisor or agent logs in to the VCC Admin Portal. For information about logging in to the VCC Admin Portal or ContactPad, see Logging in to the VCC Admin Portal. | Attempt to login by a locked user | |
| Login SSO | Appears when a VCC supervisor or agent logs in to the VCC Admin Portal 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 using Microsoft issuer 'https://login.microsoftonline.com/newvoicemedia.onmicrosoft.com/v2.0', username 'UserName' Failed login - Multiple matching users found for Email 'UserEmail'. Using Microsoft issuer 'https://login.microsoftonline.com/newvoicemedia.onmicrosoft.com/v2.0', username 'UserName' | |
| Logout | Appears when a VCC supervisor or agent logs out from the VCC Admin Portal or ContactPad. | ||
| logoutagent | Appears when a VCC supervisor logs an agent out of the VCC Admin Portal in Real Time. | AgentID:scs | 3021363:scs |
| Omni-channel configuration saved | Appears when a VCC supervisor saves their Omni-channel configuration settings. For information about integrating VCC with Salesforce Omni-Channel presence, see Integrating with Salesforce Omni-Channel presence. | ||
| Omni-channel presences fetched | Appears when a VCC supervisor clicks to fetch omni-channel presences to integrate VCC with Salesforce Omni-Channel presence. For information about integrating VCC with Salesforce Omni-Channel presence, see Integrating with Salesforce Omni-Channel presence. | x presences fetched | 3 presences fetched |
| Pause Automatic Deletion | Appears when a VCC administrator pauses automatic deletion of Agent and Interaction Statistics or Interaction Content. | Agent and Interaction Statistics - Reason "pausing reason". Service Description reviewed | Agent and Interaction Statistics - Reason "audit". Service Description reviewed |
| removefromview | Appears when a VCC 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 VCC 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 VCC 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 |
| Right To Be Forgotten | Appears when a VCC supervisor submits or cancels a Right to be Forgotten request, or VCC processes a submitted request. The token replaces any incidences of the personal identifier in the data. For information about raising Right to be Forgotten requests, see Raising a Right to be Forgotten request for Vonage to process. | Submission for/Cancellation for/Processed Right to be Forgotten. Token red-GUID | 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 |
| Salesforce Administration | Appears when a VCC supervisor successfully updates the salesforce credentials used to link VCC to a Salesforce account. For more information, see Linking VCC 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 VCC 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 VCC 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 VCC 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 VCC supervisor changes the name of a skill in Skill Management. For information about editing skills, see Configuring skills in Skill Management. | "SkillName" (SkillID) name changed to "NewSkillName". | "Englihs" (13561) name changed to "English". |
| StatsColumns | Appears when a VCC 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 VCC 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 VCC 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 VCC 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 VCC supervisor updates a user's email address. | UserName OldEmail NewEmail | |
| Update user password | 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. | UserName reset their password using forgotten password email or UserName set their password using welcome email | |
| Update user SSO external ID | Appears when a VCC supervisor updates a user's external ID | UserName 'NewExternalID' | |
| UpdateProfile | Appears when a VCC 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 VCC 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 VCC 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 VCC supervisor requests forgotten password email for a user. | Username: UserName Email: Email | Username: pdrucker Email: peter.drucker@newvoicemedia.com |