Add Audit Trail Reporting for Agent Session Queue Selections in RingCX
We are requesting a feature to generate an audit trail report that tracks historical changes made to an agent's session. Specifically, the system should log timestamps for when an agent manually selects, deselects, or modifies their active queues during their shift.
Business Use Case / Impact:
Agents currently have the flexibility to choose which of their assigned queues they want to actively enable. When an agent deselects a queue, administrators have no way to verify when this change occurred. This creates a significant blind spot for IT and Contact Center managers when troubleshooting why an available agent was bypassed for a call (e.g., an agent is assigned 5 queues but only enables 2). Providing an audit log for agent session updates will ensure agent accountability, streamline IT troubleshooting for queue routing issues, and prevent missed calls.
Ernest
shared this idea