Audit Trail - Track IVR Changes

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  • Updated 2 years ago
  • (Edited)
Account Type: Canada
Related Case Number: 07933713

We noticed that one of our IVR was modified but without being logged in the Audit Trail. Since it was not logged, it was difficult to tell who (one of our account users, or RC agent) that modified.  However we were able to re-produce the "Ghost Editing" without being logged in the audit trail.

Senario 1 (not being logged):
1. Go to IVR Editor > Open up an existing IVR with Key Press linked
2. Delete such Key Press or Link to another key
3. Save the work
Result: it is NOT shown in the audit log

Senario 2 (being logged): Repeat steps above without using IVR editor but directly in an IVR setting. The actions will be logged.

Senario 3: When I enabled Free Line for all users, this action was not shown in the audit log.

So I have a feeling that there may be other stuff that is not logged. Please investigate and hopefully all admin actions should be logged consistently.
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Gordon Hu

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Posted 2 years ago

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Saadet, Employee

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Hi Gordon,

Our Product Team is continuing to add more functionality to the Audit Trail as new releases are pushed out. I've flipped this to a Product Idea and have shared it with the Product Team :)