Audit Logs

NiCE CXone provides audit logs for various entities and activities within the platform. For example, you can access logs of changes to employee profiles, ACD skills, routing attributes, scripts, teams; agent login history; and bulk upload portal activity.

The log information varies by type: 

• Logs that show change histories typically provide the nature of the change, when the change was made, and who performed the action.
• The agent login history log shows the date and time of the login, the phone number, caller ID, and station ID, if applicable.
• The bulk upload portal activity log shows the date and time of the activity, the user that performed the action, and the status of the action. For example, Successfully Downloaded or Upload Failed. It also shows which entity the upload modified, such as employee records, team assignments, and so on.

When the log shows who made a change, you may see different values:

• A user name:The change was made by the specified user.
• Impersonated admin: A NiCE CXone account representative made a change while impersonating an administrator.
• Not applicable: A back-end or upstream process triggered the change. For example, an API call, a script executing, or another system-driven automated process.