Thanks for the feedback on wanting more granularity with respect to audit logs.  We are considering this for future inclusion on the roadmap and it is useful to have input on what you'd like to see with this capability.

Sandy

Product Management Team

If you can provide more input on what would be critical to see in the "What" section versus in the audit logs themselves, it would be very helpful.  As you highlighted in your original post, the volume of information provided by this capability can be overwhelming so we are looking for further input on ways to focus it on the most critical information.

Sandy

Product Management Team

For a starter, detailed "Status" logging in "What" column will greatly assist call centre audit logs and provide much improved visibility into the end-to-end customer transaction lifecycle.

Currently in "What" column, all we see is "Changed Status" - it doesn't tell us anything about the lifecycle of the incident - from which status to which status? It could be any combinations especially if you have many stages defined for your business.

If we can log, for example, when the status changed from "In Progress" to "On Hold", or to "Resolved" it will enrich the current audit log greatly and provide better timeline information on agent actions and responses..  

The Audit log control should show the status that an incident was changed to, in the "Description" field:

István Noszticzius

Product Development

Thanks! I overlooked that one. I would like to propose a new custom field setting with an option to be included in the audit log.

Different businesses have different audit requirements so giving this flexibility on custom fields (to the x number maximum) will significantly enhance monitoring and tracking information capabilities specific to particular business needs. For example, we defined an opporunity custom field called "reallocation to HQ details" for a particular sales program. It would be fantastic to be able to set this field (audit = Y) so we can track the date reallocation details are entered.

To avoid excessive logging, I propose the option to log up to 2 custom fields in each module (service, marketing and sales) for a starter.