Activity Audit Report

The Activity Audit report displays general activities across your CXone Mpower system. For example, you could view all of the username changes that occurred during a specific time period. You could also track evaluation form changes, such as being activated, deactivated, or deleted.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

You must have these permissions:

  • Dashboard > Dashboard Templates > Agent Session :On

  • Dashboard > Dashboards: View

  • Dashboard > Dashboards: Edit (optional)

If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.

Clarissa Dalloway is an analyst for Classics Inc. She wants to see when Interaction Analytics users viewed chat interactions in the month of May. Clarissa selects Interaction Analytics as the Application in the report prompt. She defines the Time Period as May 1st to May 31st and runs the report. Then she clicks the Entity filter and selects Chat. And she sets the Activity filter to Interaction Viewed. The table automatically updates to show all the times chat interactions were viewed in May. The information includes when the activity happened and who viewed the interactions.

Data in this Report

The Activity Audit report has multiple columns that present data attributes and details for activities performed in CXone Mpower applications. You can right-click any column in the report to sort the data, drill-down, or adjust the display.

Field Details
Event Time (UTC)

The date and UTC time at which the activity event occurred.

The displayed time is when the event occurred according to UTC+0. The time is not shown in your chosen time zone or the entity's time zone. For example, suppose your tenant's time zone is UTC +2 and you looked at a login event for a user whose time zone is UTC +1. If Event Time displays 7:00 AM, then the event occurred at 8:00 AM for the user and 9:00 AM for your tenant.

Event ID

The unique ID that CXone Mpower assigned to the event.
Triggered By The CXone Mpower component that initiated the event. This could be a user or a system automation.
Entity The item that experienced the event. For example, Entity is User for a user login or logout.
Instance The unique ID associated with the Entity. For example, if the entity is a user, Instance is the unique ID used internally by CXone Mpower to refer to the user.
Activity The type of event that occurred. For example, Activity is login or logout for a user log in or log out event.
Outcome Whether the event completed successfully. The value is either SUCCESS or FAILURE.
Application

The CXone Mpower application in which the event occurred.

Comments Any notes associated with the event.

Use Cases

You can track events in one or all of the following applications: (your options may vary, depending on which apps are enabled for your tenant).

  • Analytics (Interaction Analytics)

  • CXone Mpower Screen Monitor (ScreenAgent)

  • Data Policies

  • Data Request Registry

  • Extract Data APIs

  • Recording

  • Recording Policies

  • QM (Quality Management)

  • Search

  • STORAGE (Cloud Storage Services)

  • Supervisor

  • Tenant Management

  • Tenant Meta Data Manager

  • UserHub (Admin)

  • Webapp Player

  • WFM (Workforce Management) 

Entity

The item that experienced an activity event. These are things like widgets, configurable fields, or pages in the application. If an entity has not experienced an event during the time period you have set, it will not appear as a filter option in the report. The options available depend on the Application you select.

Activity

The type of event that occurred. These can include things like changing a password or creating a new user. If an activity has not occurred during the time period you have set, it will not appear as a filter option in the report. The options available depend on the Application and Entity you select.

Click the drop-downs below to see all possible Entity and Activity combinations for each application.

Entity

available Activities

Chat

Interaction Viewed
Company Profile

  • Edited

  • Reprocess

Corrections

  • Edited

  • Reprocess

Custom Sentiment

  • Edited

  • Reprocess

Email

Interaction Viewed

Facebook Messenger

Interaction Viewed
LINE Messaging

Interaction Viewed

Ignored Phrases

  • Edited

  • Reprocess

Interaction metadata

Export

Interaction Text

Export

SMS

Interaction Viewed

Voice

Interaction Viewed

Slack

Interaction Viewed

Microsoft Teams

Interaction Viewed
Viber

Interaction Viewed

WhatsApp

Interaction Viewed

Entity

available Activities

Realtime screen monitoring

  • Start screen monitoring

  • Stop screen monitoring

Entity

available Activities

COMPUTE
  • CREATE

  • DELETE

  • STATE_CHANGE

  • UPDATE
DATAFLOW
  • CREATE

  • DELETE

  • STATE_CHANGE

  • UPDATE
DESTINATION
  • CREATE

  • DELETE

  • STATE_CHANGE

  • UPDATE
TERMINAL
  • CREATE

  • DELETE

  • STATE_CHANGE

  • UPDATE

Entity

available Activities

qm-questions

  • Extract Data Completed

  • Extract Data Requested
qm-workflows

  • Extract Data Completed

  • Extract Data Requested
recording-interaction-metadata

  • Extract Data Completed

  • Extract Data Requested
SM-01

  • Extract Data Completed

  • Extract Data Requested
wfm-payroll

  • Extract Data Completed

  • Extract Data Requested

Entity

available Activities
Policy Instance

  • Approved

  • Declined

  • Downloaded evidence report

  • Downloaded multiple zip files

  • Downloaded zip file
Policy

  • Stopped policy recurrence
Global Settings

  • Updated

Entity

available Activities
Evaluation Entity

  • Acknowledged

  • Auto Acknowledged

  • Challenged

  • Challenge Resolved

  • Created

  • Expired

  • Replaced

  • Saved as Draft

  • Submitted
Evaluation Form

  • Activated

  • Created

  • Edited

  • Deactivated

  • Deleted

  • Renamed

  • Saved as a Draft

Quality Plan

  • Activated

  • Created

  • Edited

  • Expired

  • Deactivated

  • Deleted

  • Saved as a Draft

Entity

available Activities
Business data

  • Business data created

  • Business data updated
Business Data-Segments

  • Business data updated
Recording API

  • Do not record

  • Stop recording on demand

  • Start recording on demand

  • Mask

  • Unmask

  • Start Screen Interaction Recording

  • Stop Screen Interaction Recording

  • Business data update

Entity

available Activities
Do not record policies

  • INSERT

  • MODIFY
Policies Configurations

  • INSERT

  • MODIFY

  • REMOVE
Recording Settings

  • MODIFY

The only Entity available is Search. The following activities are available:

  • Delete recordings

  • Search contact

  • Search contacts query

  • Search query

  • Share contact

  • Share interaction

Entity

available Activities
CXone Mpower SF account

  • Create

Network Policy

  • Create

  • Update
Reset Password

  • Create
Share

  • Create

  • Update
Storage Integration

  • Create

  • Update

Entity

available Activities
Alert
  • Create alert

  • Delete alert

  • Update alert
Journey
  • Create journey
  • Delete journey

Entity

available Activities
AdvanceLifecycleRule
  • CreateAdvLifeCycleRule
  • DeactivateAdvLifeCycleRule
  • PutAdvLifeCycleRule

  • UpdateLifeCycleRule
BulkExtractOrDelete
  • FILE_DELETE
  • FILE_DELETE_REQUEST
  • FILE_RETREIVAL
  • FILE_RETREIVAL_REQUEST
CustomStorageConfiguration
  • DisableCustomStorageConfiguration
  • EnableCustomStorageConfiguration
  • UpdateCustomStorageConfiguration
DispositionFlag
  • UpdateDispositionValue
FileRetrievalJob
  • CreateRetrievalJob
  • UpdateRetrievalJob
LifecycleRule
  • CreateLifeCycleRule
  • UpdateLifeCycleRule
MaxRulesConfiguration UpdateMaxRulesLimit
Media_File

  • Activate

  • Archive
  • CopyToSEA

  • Create

  • CreateMRSRule

  • Delete

  • DeleteFromActive
  • DeleteFromArchive

  • DeleteFromSEA

  • EditDispositionRequest
  • FasterCopyToSEA
  • FasterMoveToSEA
  • GetFile
  • MoveToSEA
  • No State Change
  • PutFile
  • Re-Tagging
  • ReturnToLongTerm
  • Tagging
  • Unarchived
  • Unarchiving
  • Update
MRS_Rule

  • CreateMRSRule

  • DisableMRSRule
  • UpdateMRSRule
MRS_Settings PutMRSSettings
SEACredentials
  • GenerateSEACredentials

Entity

available Activities
Agent contact
  • Start coach chat contact
  • Start join chat contact
  • Start join voice contact
  • Start monitor chat contact

  • Start recording

  • Start takeover chat contact
  • Start takeover voice contact

  • Start voice coaching

  • Start voice monitoring
  • Stop chat monitoring
  • Stop coach chat contact

  • Stop join chat contact

  • Stop join voice contact

  • Stop monitor chat contact

  • Stop voice coaching
  • Stop voice monitoring
User

  • Agent state change

  • Assign skills
  • Edit skills

  • Forced log out

  • Start screen monitoring
  • Stop screen monitoring
  • Unassign skills

Entity

available Activities
BrandingProfile

  • createBrandingProfile

  • updateBrandingProfile
Tenant

  • createTenant

  • updateTenant

The only Entity available is AccountSettings. The only Activity available is updateTenantProperty.

Entity

available Activities
AccessKey

  • createAccessKey

  • generateServiceToken

  • updateAccessKey

  • validateAccessKey
AuthenticationUser  
BulkUploadDownloadEntity
  • downloadTeam
  • downloadUser

  • downloadUser-Skills

  • downloadUser-Team

  • uploadTeam

  • uploadUser

  • uploadUser-Skills

  • uploadUser-Team
Group

  • createGroup

  • deleteGroup
  • UpdateGroup
GroupAuditable

 
Heirarchy
  • associateMember
  • createNode
  • deleteNode
  • dissociateMember

  • resetPassword

  • updateHierarchy
HierarchyNode
  • createNode
  • deleteNode
LoginAuthenticator

  • createLoginAutheticator

  • updateLoginAutheticator
Role
  • EditRole

  • createRole

  • SyncRole

  • updateRole
Team

  • createTeam

  • downloadTeam

  • uploadTeam

  • updateTeam
User

  • activateUser

  • changePassword

  • createUser

  • deleteUser

  • downloadUser

  • importUsers

  • inviteUser

  • login

  • logout

  • mfaDetailsUpdate

  • registerUser

  • resetPassword

  • reviveUser

  • uploadUser

  • updateEmail

  • updateUser
View

  • createView

  • deleteView

  • updateView

Entity

Available Activities
Annotation

  • Add private annotation

  • Add public annotation

  • Delete private annotation

  • Delete public annotation

  • Edit private annotation

  • Edit public annotation
Apple Messages for Business

  • Download media file

  • Playback

Apple Messages for Business with screen recording

  • Download media file

  • Playback
Custom

  • Download media file

  • Playback
Chat

  • Download media file

  • Playback
Chat with screen recording

  • Download media file

  • Playback
Custom with screen recording

  • Download media file

  • Playback
Email

  • Download media file

  • Playback
Email with screen recording

  • Download media file

  • Playback
Facebook Messenger

  • Download media file

  • Playback
Facebook Messenger with screen recording

  • Download media file

  • Playback
Interaction Data (ALL) Playback
Interaction Data (CHAT) Playback
Interaction Data (EMAIL) Playback
Interaction Data (VOICE ONLY) Playback
Interaction Data (VOICE AND SCREEN) Playback
LINE Messaging

  • Download media file

  • Playback
LINE Messaging with screen recording

  • Download media file

  • Playback
Microsoft Teams

  • Download media file

  • Playback

Microsoft Teams with screen recording

  • Download media file

  • Playback
Playback unavailable

  • Download media file

  • Playback
Recorded statement

  • Download media file

  • Playback
Screen Recording

  • Download media file

  • Playback

Slack

  • Download media file

  • Playback

Slack with screen recording

  • Download media file

  • Playback

SMS

  • Download media file

  • Playback

SMS with screen recording

  • Download media file

  • Playback

Telegram Messenger

  • Download media file

  • Playback

Telegram Messenger with screen recording

  • Download media file

  • Playback
Viber Messenger

  • Download media file

  • Playback
Viber Messenger with screen recording

  • Download media file

  • Playback
Voice & screen recording

  • Download media file

  • Play

  • Playback

Play means the user clicked the play button on the player. You can open the player in several places, like a form, a report, Interaction Analytics, and so forth.

Playback means the user clicked the play button in the Search application in Interactions Hub.
Voice & screen recording, Work item with screen recording

  • Download media file

  • Playback
Voice recording

  • Download media file

  • Playback
WhatsApp

  • Download media file

  • Playback
WhatsApp with screen recording

  • Download media file

  • Playback
Work item with screen recording

  • Download media file

  • Playback

Entity

available Activities
Time-Off Settings

Edited
Time-Off Rule
  • Created

  • Edited

  • Removed
Employee Allotment
  • Carried over

  • Edited