Audit a Schedule

Topic Updated: August 29, 2024

Audit a Schedule

On the Schedules page, an Audit Schedule feature is available for all schedules. Audit allows for viewing and tracking any changes made to a schedule and displays the history of any changes made based on the following:

Agent assignment
Clone schedule
Edit schedule
Schedule creation
Assignment
Schedule execution

Accessing Audit Schedule

Access Audit Schedule by doing the following:

Locate the schedule to audit on the Schedules page.

Click the Audit Schedule task icon located on the same row of the schedule.

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 Schedule feature has the following audit type filters available:

All – Displays results for all audit change types.
User/Changed by – Displays only audit results for schedule changes made by a user.
Skill – Displays only audit results for skill assignment changes made by the schedule.
Agent – Displays only audit results for agent assignment changes made by the schedule.
Schedule – Displays only audit results for schedule changes.

Audit Results

The following are changes frequently displayed in Audit Schedule results:

<User First Name> <User Last Name> added the schedule <Schedule Name>.
<User First Name> <User Last Name> created the schedule <Schedule Name>.
<User First Name> <User Last Name> cloned the schedule <Schedule Name>.
<User First Name> <User Last Name> updated the schedule <Schedule Name>.
Service added the skill <Skill Name> to agent <Agent First Name> <Agent Last Name>.
Service added the schedule <Schedule Name>.
Service skipped adding the skill <Skill Name> to agent <Agent First Name> <Agent Last Name>.
Service removed the schedule <Schedule Name>.
Service removed the skill <Skill Name> from agent <Agent First Name> <Agent Last Name>.
Service added agent <Agent First Name> <Agent Last Name> due to schedule <Schedule Name>.
Service removed agent <Agent First Name> <Agent Last Name> due to schedule <Schedule Name>.
Service added schedule <Schedule Name>.
Service updated schedule <Schedule Name>.
Service rescheduled the schedule <Schedule Name>.
Service replaced schedule <Schedule Name>.
Service removed schedule <Schedule Name>.