To provide greater transparency and traceability of AI-driven evaluations, detailed audit logs are captured whenever automated scoring is created or updated. These logs help contact center analysts monitor evaluation activity across multiple interactions within a case, and track changes made over time. For each automated evaluation, an entry appears in the Case Activity log, and a detailed change log is accessible within the Activity tab. The audit captures information such as the checklist used, agent evaluated, interaction details, and any score changes. These logs are preserved across re-evaluations and can be exported, sorted, and refreshed for ease of review.

Create Audit Log

• When an automated evaluation is created, an entry is added to the Case Activity log.

  

• For cases with multiple interactions, a separate audit log will be generated for each interaction where AI Scoring is successfully applied.

  Log Format:

  Header (Line 1): Audit on **<Checklist_Name>** (bold and hyperlinked to the checklist RF)

  Comment (Line 2):

  System User successfully created an automated evaluation for {Agent_Name} using the {Checklist_Name} checklist on the {Interaction_Channel_Icon} interaction that occurred at {Interaction_Start_Time}.

  (Timestamp will be appended)

Update Audit Log

• A dedicated Activity tab will be available under the AI Score Breakdown widget, accessible via the three-dot menu with View Activity field.

  

• When an automated evaluation is updated (that is, re-scored or modified), the activity log captures item-level changes, including updates to item, category, and overall scores.

  Log Format Example:

  System User updated the following evaluation.

  <Item_Name> Scoring

  0 -> 100

  <Category_Name> Scoring

  70 -> 80

  <Agent_Name>

  Scoring50 -> 60

  

• Logs are incremental, meaning:

  • If scoring is re-triggered on the same checklist and agent, changes are appended (not replaced).

  • If no changes are made during re-scoring, no new log entry is recorded.

• Additional Features:

  • Export option for downloading the full activity log.

  • Sort option to organize logs by activity creation date.

  • Refresh button to fetch the latest activity entries.