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  Article updated: June 29, 2022

Sparkcentral audit trails

Audit trails are short text records in the agent workspace that keep track of the actions performed in a conversation, who performed them, and when. They can be helpful for ensuring that conversations are appropriately handled according to an organization's policies. They appear below each conversation.

An example audit trail showing conversation assignment and bulk resolution events.

If resolve reasons are enabled for bulk resolving, system auto-resolve, automation, or a specific channel and conversation type, the audit trail shows the resolve reason. For more information, see Sparkcentral resolve settings and topic requirement.

Audit trails are available for all channels. They’re generated when a predefined event takes place, such as changes in conversation status (when conversations move between New, Pending, and Resolved), changes in assignment, topic addition and removal, and CSAT activity.

List of events that trigger audit trails
Event type Description
Conversation Status Update

Manual/Auto Resolve –
{Agent/System/VA or Auto-responder Name/Automation Name} marked this conversation as “Resolved”

{Agent/System/VA or Auto-responder Name/Automation Name} marked this conversation as “Resolved” with “resolve reason”

Manual Pending –
{Agent} marked this conversation as “Pending”

Manual Set to New –
{Agent} marked this conversation as “New”
Assignment

Auto Assign –
{Agent/ VA or Auto-responder Name} was automatically assigned to this conversation

Manual Assign –
{Agent} assigned to {new agent}

Manual / Auto Unassignment –
{Agent} unassigned self from this conversation

{VA or Auto-responder Name} removed self this conversation because “contact timeout window exceeded”
Topic

Manually Add Topic –
{Topic Name} topic was added to conversation by {Agent}

Manual Remove Topic –
{Topic Name} topic was removed from the conversation by {Agent}

Auto Add Topic –
{Topic Name} topic was automatically added to the conversation by {Automation name}
Bulk Resolve

{Agent} bulk resolved this conversation

{Agent} bulk resolved this conversation with “resolve reason”
CSAT

CSAT VA was automatically assigned to this conversation

CSAT VA marked this conversation as “Resolved” with “resolve reason”

CSAT VA marked this conversation as “Resolved” with “resolve reason” because “contact timeout window exceeded”

Agents can hide or show the audit trails in a conversation history by selecting Conversation view at the top and selecting or clearing the Audit trails check box. Hidden audit trails are still recorded.

Selecting Audit trails in the Conversation view menu.

 

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