Agent Change Log Report

Updated 

1 month ago

The Agent Change Log Report provides a comprehensive log of all changes made to a user within the Sprinklr System, including the method of change and precise timestamps.

It tracks updates to User System Properties, User Custom Fields, Routing Skills-Proficiencies, and other routing settings.

Furthermore, the report also details the method of each change, whether it was made manually or via System Rules/Moderation providing comprehensive details of change.

The Agent Change Log report belongs to Agent/User Attributes Report Group. Below are some of the scenarios where this Report is beneficial:

  • Monitor Changes: Track all user profile and settings modifications in real-time.

  • Access Detailed Information: View specific details on how the changes were made and identify the user or system responsible for them.

  • Take Action on Changes: Quickly address accidental or incorrect changes while also confirming that intentional changes have been applied correctly to all relevant users.

Attribute

Status

Behavior of User Custom Field

Supported for Users who have made or initiated changes.

Behavior of Case Custom Field

Not Supported

Date Filter

Date (Modification Timestamp)

Record Creation Time

After Changes or Modifications are saved.

Refresh Frequency

5 Minutes

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Agent Change Log Report:​

Name 

Description 

Action Count/Activity Count  

Number of actions or changes.   

Unique User Count 

Count of User-Modified.

Name 

Description 

Category 

Primary category of Change or Action i.e. User Details or Unified Routing.

Type of Property  

'Secondary category of Change/Action i.e. User Custom Field, User System Property OR Skills, Proficiency, Call Controls, etc.

(User Custom Field

User System Property

User Permissions

User Preference)

(Unified Routing Property - Skill or Proficiency

Unified Routing Property - Call Controls

Unified Routing Property - Capacity Profile*)

Asset Name 

Name of field that has been updated.

Example:

  • Name of Custom Field

  • Name of System Property

  • Name of Permission

  • User Preferences

  • Name of Skill & Proficiency

  • Name of Call Control Changed

  • Name of Capacity Profile

Activity Type 

Details on Activity performed like : Add, Remove or Edit

Original Asset Value 

Original value of the Asset which has been updated. For fields that have are newly created/updated field would appear as 'N/A' or '-'.

Final/Current Asset Value 

Final/Current value of the Asset modified.

For fields that have been deleted/removed, value would appear as 'N/A' or '-'.

Asset Modification Timestamp 

Timestamp of when change or activity was done.

Modified By

Details of User who has Modified/Changed a Property.

*If changes are made/updated by System, would show as Moderation User.

User CF's (Modified By)  

User Custom Fields of User who has made the changes.

Modified User 

Name of User who has been modified.

 

This concludes our comprehensive coverage of the Agent Change Log Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary .

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