Audit an Agent Team

On the Agent Team page, an Audit Agent Team feature is available for all agent teams. Audit allows for viewing and tracking any changes made to an agent team and displays the history of any changes made based on the following:

• Agent assignment
• Reason code assignment
• Supervisor assignment
• Primary supervisor assignment

Accessing Audit Agent Team

Access Audit Agent Team by doing the following:

1. Locate the agent team to audit on the Agent Teams page.

2. Click the Audit Agent Team task icon located on the same row of the agent team.

Using the Audit Feature

For more information about understanding and using the audit user interface, see Using the Audit Interface.

Filtering Search by Audit Types

Before performing the audit search, select the type of audit to filter the results by. The Audit Agent Team feature has the following audit type filters available:

• All – Displays results for all audit change types.
• User/Changed by – Displays only audit results for agent team changes made by a user.
• Reason – Displays only audit results for reason code assignment changes.
• Agent – Displays only audit results for agent assignment changes.
• Supervisor – Displays only audit results for supervisor assignment changes.
• Collection – Displays only audit results for collection assignment changes.

Audit Results

The following are changes frequently displayed in Audit Agent Team results:

• <User First Name> <User Last Name> added the agent <Agent First Name> <Agent Last Name>.
• <User First Name> <User Last Name> removed the agent <Agent First Name> <Agent Last Name>.
• <User First Name> <User Last Name> added the reason code <Reason Name>.
• <User First Name> <User Last Name> updated the agent team <Agent Team Name>.
• <User First Name> <User Last Name> added the supervisor <Supervisor First Name> <Supervisor Last Name>.
• <User First Name> <User Last Name> removed the supervisor <Supervisor First Name> <Supervisor Last Name>.
• <User First Name> <User Last Name> added the primary supervisor <Supervisor First Name> <Supervisor Last Name>.
• <User First Name> <User Last Name> removed the primary supervisor <Supervisor First Name> <Supervisor Last Name>.