Tracked actions

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 voice interactions and voicemail recordings.

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

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 voice interactions and voicemail recordings.

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 voice interactions and voicemail recordings.

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:
Id: 378945 , Name: AnneParkes

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

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:
Interaction Plan: TechAuthor interaction plan (441234567890) for user: Eddie on Acc: TechAuthor

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:
LineID: ServiceLine (12345) for user: Eddie on Acc: TechAuthor

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:
PSTN Address: 01234567890 for user: Eddie on Acc: TechAuthor

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:
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

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

Agent's presence state changed

Appears when a VCC admin or permitted supervisor changes an agent's presence state in Team Monitoring. For information, see Managing an agent's assigned skills in a Team Monitoring dashboard.

AgentName presence set to PresenceState (PresenceStateID)

For example:
Carl Carson presence set to In Meeting (47141c01-f27b-4d11-ba75-310a0b447106)

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.

Archive user

Appears when a VCC admin or permitted supervisor archives an agent in User Admin. For information, see Configuring individual users.

Id: AgentID , Name: AgentName

For example:
Id: 378945 , Name: AnneParkes

Call recording comment added

Appears when a VCC admin or permitted supervisor adds a comment to a call recording in the call recording player. For information, see Listening to, viewing, and commenting on interaction content.

CallGuid: CallGUID

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

Call recording comment deleted

Appears when a VCC admin or permitted supervisor deletes a comment for a call recording. For information, see Listening to, viewing, and commenting on interaction content.

Call GUID: CallGUID

For example:

Call GUID: 0173fbe1-73de-c757-e848-85bf6304d0ec

Category Editor Update

Appears when a VCC admin or supervisor makes a change in Category Editor. For information, see Category Editor for Conversation Analyzer.

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"

Change group permission

Appears when a VCC admin or permitted supervisor changes another user's permission to a group. For information about changing group permissions, see Configuring individual users.

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

Change queue permission

Appears when a VCC admin or permitted supervisor changes another user's permission to a queue. For information about changing queue permissions, see Configuring individual users.

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

Change SSO Settings

Appears when a VCC admin or permitted supervisor changes the Single Sign-On configuration. For information, see Configuring single sign-on.

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

Change supervisor tel

Appears when a permitted 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

For example:

01526571893

changeagentstate

Appears when a VCC admin or permitted supervisor changes an agent's state in Real Time. For information, see Changing an agent's state.

AgentID:State

For example:

432:Wrap up

Change Password Policy

Appears when a VCC admin or permitted supervisor changes the password expiry settings or minimum complexity requirements. For information, see Configuring password policy.

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

For example:

Passwords expire after 100 days. Agents cannot use PINs. Minimum length: 10, Lower case: 1, Upper case: 1, Digits: 1, Special characters: 1

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)

Create Aggregate Data Source

Appears when a VCC admin creates a data source mapping. For information, see Data Source Mappings.

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)

Create API Credentials

Appears when a VCC supervisor creates API credentials. For information, see API Credentials.

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)

Create Applet

Appears when a VCC admin or permitted supervisor creates a new applet. For information, see Creating an applet.

AppletType:InteractionPlanName (Id: InteractionPlanID):AppletName

For example:
ACD:TechAuthor interaction plan (Id: 6c5b49ec-0b35-4c4f-b599-b2b0ebff3e50):NewACDApplet

Create Interaction Plan

Appears when a VCC admin or permitted supervisor creates an interaction plan. For information, see Using Interaction Plans Manager.

Id: InteractionPlanID Name: InteractionPlanName

For example:
Id: 301b6d3e-d5ac-471a-9a72-fc6b5883e7a2 Name: Service plan

Create Interaction Plan Mapping

Appears when a VCC VCC admin or permitted supervisor creates an interaction plan mapping. For information, see Using Interaction Plans Manager.

Id: InteractionPlanMappingID Name: InteractionPlanMappingName Plan: InteractionPlanID 

For example:
Id: e8ddf3bf-5186-40c6-9f4b-8976cd898098 Name: Service mapping Plan: 301b6d3e-d5ac-471a-9a72-fc6b5883e7a2

Create Skill

Appears when a VCC supervisor creates a new skill in User Admin. For information about creating skills, see Configuring skills.

"SkillName" (SkillID) created.

For example:

"Sales English" (19891) created.

Create user

Appears when a VCC admin or permitted supervisor creates a new user in the User Admin module. For information about creating users, see Configuring individual users.

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 True

creategroup

Appears when a VCC admin or permitted supervisor creates a new agent group in User Admin. For information about creating groups, see Configuring groups.

GroupName: GroupID: MaxWrapup: MaxUnexpected: BusyThreshold: WrapUpThreshold

For example:

Demo Group:4:10:10:300:300

createview

Appears when a VCC admin or permitted supervisor creates a view in Real Time. For information about creating views, see Using Real Time views.

NameOfView

For example:

Groups A, B, and C

Customer mobility finished

Appears when Vonage finishes moving a customer account to a different node for disaster recovery.