Viewing the WFM audit log for changes

<body>
<p id="docs-hc-snippet" style="display: none;">The workforce management (WFM) audit log shows various changes in your account. Like theZendesk audit log, it saves a record of these changes, allowing you to view the entire change history or select a date range. Admins with permission can view the WFM audit log for changes, such as updates to automations or changes made to your schedule.</p>
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<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Workforce Management (WFM) or Workforce Engagement Management (WEM)</td>
</tr>
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<p id="docs-ai-summary-content">The WFM audit log helps you track changes in your account, capturing details like who made changes and when. You can view updates to settings, automations, schedules, and more. Use filters and search options to find specific events, making it easier to manage user-initiated changes like shift trades and time off requests. Adjust timestamps based on your timezone for accurate tracking.</p>
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<div class="body">

<p class="p" dir="ltr">The workforce management (WFM) audit log shows various changes in your account. Like
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828001434" target="_blank">Zendesk audit log</a>, it saves a record of these changes, allowing you
to view the entire change history or select a date range. Admins with permission can view the
WFM audit log for changes, such as updates to automations or changes made to your
schedule.</p>
<div class="note note">
<span class="notetitle">Note:</span> The WFM audit log shows changes from the date it’s activated in your account
onward.</div>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_uqb_wmh_q1c">
<li class="li"><a class="xref" href="#topic_d1s_xmh_q1c">About the WFM audit log
changes</a></li>
<li class="li"><a class="xref" href="#topic_bg4_c4h_q1c">Viewing the WFM audit log</a></li>
<li class="li"><a class="xref" href="#topic_ycn_wsh_q1c">Filtering and searching the WFM audit
log</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_d1s_xmh_q1c">
<h2 class="title topictitle2" id="ariaid-title2">About the WFM audit log changes</h2>
<div class="body">
<p class="p">The audit log captures types of changes and provides details for each log entry. Use the
audit log to have a better understanding of the changes that occur in your account. The
audit log can help you solve day-to-day questions, such as what changed, who made the
change, and when it happened.</p>
<p class="p">Admins can keep track of user-initiated changes made in the account. For example, you can
view when agents request shift trades and when time off requests are approved or denied.</p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_p3p_knh_q1c">
<h3 class="title topictitle3" id="ariaid-title3">Changes captured in the WFM audit log</h3>
<div class="body">
<p class="p">The WFM audit log captures the following user-initiated changes by area and activity
type:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_p3p_knh_q1c__table_p1l_t1t_s2c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Area</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Type of activity</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329207834#topic_e3l_23k_1bc" target="_blank">Account settings</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_q1l_t1t_s2c">
<li class="li" dir="ltr">Account settings updated</li>
<li class="li" dir="ltr">Allow list turned on/off</li>
<li class="li" dir="ltr">Allow list email addresses updated</li>
<li class="li" dir="ltr">Block list turned on/off</li>
<li class="li" dir="ltr">Block list email addresses updated</li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10114746509978" target="_blank">Unified agent status synchronization</a>
turned on/off</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374423066" target="_blank">Automations</a>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_rkn_4my_hfc">
<li class="li" dir="ltr">Automation created</li>
<li class="li" dir="ltr">Automation updated</li>
<li class="li" dir="ltr">User assignment in automation updated</li>
<li class="li" dir="ltr">Automation deleted</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Admin Center - Integrations</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_lzv_c4k_whc">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354603418" target="_blank">Google Calendar integration</a> turned on
or off</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443374440090" target="_blank">Roles and permissions</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_hyq_syv_xjc">
<li class="li">Role created</li>
<li class="li">Role deleted</li>
<li class="li">Role permissions updated</li>
<li class="li">Role scopes updated</li>
<li class="li">Role members updated</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443348256794" target="_blank">Schedule</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_am1_pbz_hfc">
<li class="li">Schedule published</li>
<li class="li">Schedule generated</li>
<li class="li">Schedule imported</li>
<li class="li">Shift updated</li>
<li class="li">Shift deleted</li>
<li class="li">Partial or full day time off added</li>
<li class="li">Time off deleted</li>
<li class="li">Bulk edited:<ul class="ul" id="topic_p3p_knh_q1c__ul_f4x_4cz_hfc">
<li class="li">Add task</li>
<li class="li">Delete shift</li>
<li class="li">Edit shift</li>
</ul>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443354721178" target="_blank">Shift trade management</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_w1l_t1t_s2c">
<li class="li" dir="ltr">Shift trade approved/denied</li>
<li class="li" dir="ltr">Shift trade requested</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7274514867866" target="_blank">Time off management</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_x1l_t1t_s2c">
<li class="li" dir="ltr">Time off reason created</li>
<li class="li" dir="ltr">Time off reason updated</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7052274669338" target="_blank">User management</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_r1l_t1t_s2c">
<li class="li" dir="ltr">Task lock updated: Turned on or off</li>
<li class="li" dir="ltr">Auto-tracking updated: Turned on or off</li>
<li class="li" dir="ltr">Export CSV team members list</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329426330" target="_blank">General tasks</a> / <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10117789027610" target="_blank"><u class="ph u">Agent statuses mapping</u></a>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_shn_3yv_xjc">
<li class="li" dir="ltr">General task / unified agent status created</li>
<li class="li" dir="ltr">General task / unified agent status updated </li>
<li class="li" dir="ltr">General task / unified agent status deleted</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242" target="_blank">Workstreams</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_apc_zxq_ygc">
<li class="li" dir="ltr">Workstream created</li>
<li class="li" dir="ltr">Workstream updated</li>
<li class="li" dir="ltr">User assignment in workstream updated</li>
<li class="li" dir="ltr">Workstream deleted</li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314489242#topic_i1y_s5z_11c" target="_blank">Workstream prioritization (EAP)
enabled/disabled</a></li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443345205402" target="_blank">Locations</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_a1g_xky_4hc">
<li class="li" dir="ltr">Location created</li>
<li class="li" dir="ltr">Location updated</li>
<li class="li" dir="ltr">Location deleted</li>
<li class="li" dir="ltr">Modifications to shifts and folders within locations:<ul class="ul" id="topic_p3p_knh_q1c__ul_pfp_fly_4hc">
<li class="li" dir="ltr">Shift created, updated, and deleted</li>
<li class="li" dir="ltr">Folder created, updated, and deleted</li>
</ul>
</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443329411994" target="_blank">Teams</a>
</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_v1l_t1t_s2c">
<li class="li" dir="ltr">Team created</li>
<li class="li" dir="ltr">Team updated</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9796075110426" target="_blank">Performance boards management</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_szs_hzv_xjc">
<li class="li" dir="ltr">Performance board created</li>
<li class="li" dir="ltr">Performance board updated</li>
<li class="li" dir="ltr">Performance board deleted</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6676772528026" target="_blank">Extension tracking</a></td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_zyk_mzv_xjc">
<li class="li" dir="ltr">Extension tracking created</li>
<li class="li" dir="ltr">Extension tracking updated</li>
<li class="li" dir="ltr">Extension tracking deleted</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9858048119194" target="_blank">Forecast</a></td>
<td class="entry cellrowborder" style="vertical-align:top;">
<ul class="ul" id="topic_p3p_knh_q1c__ul_yks_qb2_dkc">
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940824842394" target="_blank">Forecast Scenarios</a>:<ul class="ul" id="topic_p3p_knh_q1c__ul_zks_qb2_dkc">
<li class="li" dir="ltr">Scenario created</li>
<li class="li" dir="ltr">Scenario updated:<ul class="ul" id="topic_p3p_knh_q1c__ul_als_qb2_dkc">
<li class="li" dir="ltr">Renamed</li>
<li class="li" dir="ltr">Recalculated</li>
<li class="li" dir="ltr">Settings updated:<ul class="ul" id="topic_p3p_knh_q1c__ul_bls_qb2_dkc">
<li class="li" dir="ltr">Historical data</li>
<li class="li" dir="ltr">Algorithm</li>
<li class="li" dir="ltr">Outliers</li>
<li class="li" dir="ltr">Staffing parameter</li>
<li class="li" dir="ltr">Volume and staff distribution</li>
<li class="li" dir="ltr">Volume adjustments</li>
</ul>
</li>
</ul>
</li>
<li class="li" dir="ltr">Scenario activated</li>
<li class="li" dir="ltr">Scenario deactivated</li>
<li class="li" dir="ltr">Scenario deleted</li>
<li class="li" dir="ltr">Scenario exported</li>
</ul>
</li>
<li class="li" dir="ltr">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9940054229402" target="_blank">Active Forecast</a>:<ul class="ul" id="topic_p3p_knh_q1c__ul_cls_qb2_dkc">
<li class="li" dir="ltr">Recalculated all</li>
<li class="li" dir="ltr">Folder created</li>
<li class="li" dir="ltr">Folder updated</li>
<li class="li" dir="ltr">Folder deleted</li>
</ul>
</li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_wbc_rnh_q1c">
<h3 class="title topictitle3" id="ariaid-title4">WFM audit log entries</h3>
<div class="body">
<p class="p">The following information is included for each entry in the audit log:</p>
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_wbc_rnh_q1c__table_ol4_z1t_s2c" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Column</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Time</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Time and date the event occurred</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Area</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">The area affected by the event</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Item</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Object changed by the actor</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Activity type</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Type of action for the event (created, deleted, exported, or
updated)</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Actor</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">User that caused the event</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Activity</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">Details about the event</td>
</tr>
</tbody>
</table>
</div>
<p class="p">The WFM audit log timestamps are based on the timezone settings of each user. Click the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443314319258" target="_blank">timezone picker icon</a> (<img class="image" height="20" id="topic_wbc_rnh_q1c__image_i5l_kmh_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_timezone_icon.png" width="20">) in the upper-right corner of the
navigation bar to adjust the timestamps accordingly.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_bg4_c4h_q1c">
<h2 class="title topictitle2" id="ariaid-title5">Viewing the WFM audit log</h2>
<div class="body">
<p class="p" dir="ltr">You can access the WFM audit log from the admin menu in WFM. From there, you can
sort the log by time, select a date range, or <a class="xref" href="#topic_ycn_wsh_q1c">filter and search the list</a>.</p>
<p class="p"><strong class="ph b">To view the WFM audit log</strong></p>
<ol class="ol" id="topic_bg4_c4h_q1c__ol_alb_p4h_q1c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_bg4_c4h_q1c__d8e306" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Audit logs</strong>.</span>
<p class="p"><img class="image img-screenshot" id="topic_bg4_c4h_q1c__image_dtt_zjn_lhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_wfm_audit_log.png" width="600"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_ycn_wsh_q1c">
<h2 class="title topictitle2" id="ariaid-title6">Filtering and searching the WFM audit log</h2>
<div class="body">
<p class="p" dir="ltr">When you visit the WFM audit log, you may only have partial information. For
example, you might know when a change occurred but not what changed, or who made a change
but not when it happened. Since the audit log can contain a large volume of events, using
filters and search options can help you find what you’re looking for more easily.</p>
<p class="p"><strong class="ph b" id="topic_ycn_wsh_q1c__docs-internal-guid-e7c2c282-7fff-75de-f8c8-f6af6afaa20c">To filter and search the
WFM audit log</strong></p>
<ol class="ol" id="topic_ycn_wsh_q1c__ol_k43_bth_q1c">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click <img class="image" id="topic_ycn_wsh_q1c__d8e306" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/gear_icon.png" width="16">
<strong class="ph b">Settings</strong> in the sidebar, then select <strong class="ph b">Audit logs</strong>.</span>
</li>
<li class="li">Take any of the following actions:<ul class="ul" id="topic_ycn_wsh_q1c__ul_dmv_1ft_s2c">
<li class="li">Click the <strong class="ph b">Time</strong> column to sort the entries by date.</li>
<li class="li">Click the date picker to select a specific date or date range.<p class="p"><img class="image img-screenshot" id="topic_ycn_wsh_q1c__image_ebs_gft_s2c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_audit_log_date_picker.png" width="400"></p>
</li>
</ul>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> There's no specific limit on the period for generating audit
logs. However, exceeding a one-year period may result in performance issues.</div>
</div>
</li>
<li class="li">To filter by area or activity type, click <strong class="ph b">Filter</strong>.<p class="p"><img class="image" id="topic_ycn_wsh_q1c__image_ejd_mmy_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_audit_log_filter.png" width="800"></p>
</li>
<li class="li">Select the checkboxes for each area or activity type.</li>
<li class="li">To search for a change made by a specific user, click the <strong class="ph b">Actor </strong>column and enter
the name of the user.<p class="p"><img class="image" id="topic_ycn_wsh_q1c__image_w1p_wth_q1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_audit_log_actor.png" width="300"></p>
</li>
</ol>
</div>
</div>
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