The Audit Logs

The audit logs menu allows IT personnel to track changes made by users within their business in the Graia CCaaS administration portal. It provides detailed logs of activities such as configuration changes, user logins, and data modifications. This helps maintain transparency, ensures compliance with regulations, identifies security breaches, and aids in troubleshooting operational issues.

Locate the audit logs in the Graia CCaaS Portal > General > Audit Logs.

The structure of the audit listing view is described below.

Timestamp

Represents the timestamp when an operation was performed. Sorting can be done using this column.

Please note that Graia CCaaS displays only the past 3 months of audit logs. You may use the Start/End date to target a specific period.

Entity Type

Represents the type of entity on which an operation was performed. Available entity types are:

• Channel: An operation has been performed on the general part of a Graia CCaaS channel.
• Channel > alternativeNumbers: An operation has been performed on the alternative numbers section of a voice channel.
• Channel > BusinessHoursConfiguration: An operation has been performed on the business hoursBusiness Hours – A channel's time zone, opening hours, holidays and exceptions, set on the channel's Business hours tab. of a channel.
• Channel > viberConfiguration: An operation has been performed on the Viber configuration tab of a Viber channel.
• Channel > WebChatWidgetConfiguration: An operation has been performed on a webchat channel's widget configuration tab.
• Channel > workitemCompletionCodes: An operation has been performed on the completion codesCompletion Codes – Short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. They are set per Channel, and an Agent Workspace can replace them with its own codes and sub-codes. of a channel.
• Role: An operation has been performed on a portal role.
• User: An operation has been performed on a user and their general details, such as name, custom ID, phone number, display name changes, or login activity.
• User > agentConfiguration: In Graia CCaaS, agents are users as well. This entity refers to changes made to the agent-specific configuration, such as work itemWork Item – Synonymous to Tasks. Work Items are voice, chat based or email tasks the agents process in the Graia Application. thresholds, business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. & attribute associations, or changes to their type (Agent or Supervisor).
• User > role: An operation has been performed on the role of a portal user.
• Workflow: This entity refers to Graia CCaaS workflows. An operation has been performed on a Graia CCaaS workflow.
• Configuration > sortingConfiguration: This entity refers to changes to the Sorting Mode, under the Configuration > Miscellaneous tab.
• Configuration > reportingConfig: This entity refers to changes to the reporting tenant timezone under the Configuration > Miscellaneous tab.
• Configuration > retentionPolicy: This entity refers to changes to the retention policy under the Configuration > Miscellaneous tab.
• LanguageProfile: This entity refers to changes to the language profiles configuration under the AI Administration - Language profiles menu.

Media Group

Represents the media group an entity is part of. This applies to the Channel and Workflow entity types. The media groups are Chat, Email, Voice, and Virtual.

Entity Name

The name of the entity that has been changed, such as channel name, user name, workflow name, etc. Use the Search log option to search by entity name.

Operation Type

This refers to the type of operation performed by a user. Types:

• Login: Applies to users logging in only.
• Create: An entity has been created.
• Update: An entity has been updated.
• Delete: An entity has been deleted.

Please note that for a single entity, such as a channel, multiple audit rows could be added for each operation type. For example, deleting a channel will show DELETE operations for all channel-related entities, separated into individual rows.

Updated By

Displays the name and email address of the user performing an operation. You may click the copy icon to copy their email address. The Search log functionality also searches by Updated By.

Changes

The View Changes button is displayed for all operation types except Login. It shows a JSON comparison of the old configuration and the new one, highlighting the parts that were changed.