Activity Audit for Agents and User Groups
Updated
The Activity Audit feature enables tracking and reviewing modifications to agents and user groups. It generates a comprehensive log of changes, detailing both the source and nature of the adjustments. For user groups, you can monitor updates to priority order and assignment settings. Additionally, agents' assignment settings may be modified from various sources, including the Agents Page, Rules/Macros, and the User Profile. This feature enhances transparency, facilitates effective monitoring, and supports the maintenance of accurate configurations.
Checking Activity Audit
Perform the following steps to check the Activity Audit logs for Agents and User Groups.
Click the New Tab icon on the launchpad. Under Sprinklr Service, select Unified Routing within Route.
Click on Agents on the left panel.
Select Agents from the drop down list appearing at the top most left panel.
Hover over the three dots next to the agent whose activity you wish to view and click View Activity.
The Activity screen for Agents is displayed. Any changes to the user group priority that affect an agents settings are logged in the Agent Audit Log. When the priority order of user groups is modified, the log captures this update, providing enhanced tracking and transparency.
For example, the log will state:
X updated the priority order of Y User Group, which made the following changes.
Upcoming status changes are also recorded as part of Agent Activity to ensure visibility and traceability of agent status transitions. When an agent selects an upcoming status while handling a case, and the system later applies that status, corresponding audit records are generated. Each audit entry captures key details such as the selected upcoming status, the timestamp of the change, and the agent who initiated the action. These records are available in the User Audit logs and can also be monitored in real time from the Supervisor Screen, allowing supervisors to track agent status updates effectively.
Activity Logs on the Supervisor Screen
The Supervisor Screen displays the following activity logs related to upcoming status changes:
Agent set upcoming status to Available: Indicates that the agent has selected an upcoming status.
Agent removed Upcoming Status: Indicates that the agent has removed the previously selected upcoming status.
Upcoming status Available applied by the system: Indicates that the system has applied the selected upcoming status.
Activity Logs in Agent Audit (UR)
Within the agent’s audit records in UR, the following events are logged:
Upcoming Status Selected – Logged when the agent chooses an upcoming status.
Upcoming Status Removed – Logged when the agent cancels or removes the selected upcoming status.
Upcoming Status Applied – Logged when the system automatically applies the upcoming status.
You can also see entries under the Deactivated Work Queue section, showing when a Work Queue was activated or deactivated, who performed the change, and the corresponding timestamps.
The Activity screen has the following options for the user to perform for the Audit Logs:
Refresh - The refresh button updates the current view of the audit logs, retrieving the latest audit log. This ensures that users are seeing the most up-to-date audit log.
Sort - The sort button allows the users to arrange data in ascending or descending order as per the date of creation of the audit logs. This enable easier navigation and analysis of information.
Export - The Export button enables users to download the audit log file as per the Start Date and End Date.
In the Activity Audit pane, five pre-applied filters appear:
Assest Added To Group
Assest Removed From Group
User Updated
User Voice Config Added
User Voice Config Updated
Similarly to check the Activity Audit for User Groups, select User Groups from the drop down list appearing at the top most left panel and hover over the three dots next to the user group whose activity you wish to view and click View Activity.
The Activity screen for User Groups is displayed.
