Viewing the WFM audit log for changes

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.


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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.




The workforce management (WFM) audit log shows various changes in your account. Like
the Zendesk 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.

Note: The WFM audit log shows changes from the date it’s activated in your account
onward.
This article contains the following sections:
About the WFM audit log
changes
Viewing the WFM audit log
Filtering and searching the WFM audit
log




About the WFM audit log changes

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.
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.


Changes captured in the WFM audit log

The WFM audit log shows user-initiated changes to the following areas:








Area
Type of activity


Account settings


Account settings updated
Allow list turned on/off
Allow list email addresses updated
Block list turned on/off
Block list email addresses updated

Unified agent status synchronization
turned on/off





Automations



Automation created
Automation updated
User assignment in automation updated
Automation deleted




General tasks


General task created
General task updated
General task deleted




Integrations



Google Calendar integration turned on
or off




Locations


Location created
Location updated
Location deleted
Modifications to shifts and folders within locations:
Shift created, updated, and deleted
Folder created, updated, and deleted







Organization structure
This area captures changes to Teams only.



Team created
Team updated




Roles and permissions


Role created
Role deleted
Role permissions updated
Role scopes updated
Role members updated




Schedule


Schedule published
Schedule generated
Schedule imported
Shift updated
Shift deleted
Partial or full day time off added
Time off deleted
Bulk edited:
Add task
Delete shift
Edit shift






Shift trade management


Shift trade approved/denied
Shift trade requested




Time off management


Time off reason created
Time off reason updated




User management


Task lock updated: Turned on or off
Auto-tracking updated: Turned on or off
Export CSV team members list




Workstreams


Workstream created
Workstream updated
User assignment in workstream updated
Workstream deleted
Workstream prioritization (EAP) enabled/disabled









WFM audit log entries

The following information is included for each entry in the audit log:








Column
Description


Time
Time and date the event occurred


Area
The area affected by the event


Item
Object changed by the actor


Activity type
Type of action for the event (created, deleted, exported, or
updated)


Actor
User that caused the event


Activity
Details about the event




The WFM audit log timestamps are based on the timezone settings of each user. Click the
timezone picker icon ( ) in the upper-right corner of the
navigation bar to adjust the timestamps accordingly.




Viewing the WFM audit log

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 filter and search the list.
To view the WFM audit log


In Workforce management, click
Settings in the sidebar, then select Audit logs.






Filtering and searching the WFM audit log

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.
To filter and search the
WFM audit log


In Workforce management, click
Settings in the sidebar, then select Audit logs.

Take any of the following actions:
Click the Time column to sort the entries by date.
Click the date picker to select a specific date or date range.




There's no specific limit on the period for generating audit
logs. However, exceeding a one-year period may result in performance issues.


To filter by area or activity type, click Filter.

Select the checkboxes for each area or activity type.
To search for a change made by a specific user, click the Actor column and enter
the name of the user.




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