Audit a Reason

On the Reasons page, an Audit Reason feature is available for all reasons. Audit allows for viewing and tracking any changes made to a reason and displays the history of any changes made based on the following:

  • Add/remove reason for agent team
  • Update reason

Accessing Audit Reason

Access Audit Reason by doing the following:

  1. Locate the reason to audit on the Reasons page.
  1. Click the Audit Reason task icon located on the same row of the reason.

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 Reason feature has the following audit type filters available:

  • All – Displays results for all audit change types.
  • User/Changed by – Displays only audit results for reason changes made by a user.
  • Agent Teams – Displays only audit results for changes made to agent teams.

Audit Results

The following are changes frequently displayed in Audit Reason results:

  • <User First Name> <User Last Name> added reason <Reason Name> to agent team <Agent Team Name>.
  • <User First Name> <User Last Name> updated reason <Reason Name>.
  • <User First Name> <User Last Name> removed the reason <Reason Name>.

See Also