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294 votes
As there are so many great ideas and suggestions for Audit Trail enhancements, we've merged them into one record to better track these feature requests. Your individual idea has not been lost, and our development team knows how important this part of the system is for everyone! We'll provide more updates when available. Thank you!
In the meantime, please continue to leave comments on your ideal audit trail enhancement and use cases.
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An error occurred while saving the comment Love Lyn
commented
With the current RC App Version: 20.3.30.250 Web, 20.3.30.2377 Windows, the user has to click on the event itself to view the event details. This behavior applies to events which run over multiple days.Expected Behavior:User should be able to details (end date of the events) without having to click on the event itself.Reason:Save extra clicks.
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An error occurred while saving the comment Love Lyn
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An option within the Custom User Role that allows a user to view the list of all support tickets raised within the company without setting the user to Super Admin.
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Description
Introduce an enhancement to provide visibility into call recording availability and metrics without requiring an ACE license, through one of the following proposed options:
• Option A: Add a dedicated column indicating call recording availability (Yes/No or True/False) to the downloadable Call Log report.
• Option B: Include the total call recordings count within the standard Usage Report.
Business Justification
Account administrators and managers require visibility into recording metrics for operational oversight and storage management:
• Storage Limit Monitoring: Enables proactive tracking against the 100,000 call recordings per-account limit to prevent unexpected data loss or compliance gaps.
• Root Cause Analysis: Clarifies whether missing or inaccessible call recordings are due to the account reaching its maximum recording capacity.
• Audit and Compliance:
Facilitates large-scale auditing of recorded interactions without requiring manual verification of individual files.
Current Limitation and Workaround
Currently, there is no native indicator within the Call Log downloaded report to verify whether a specific call session generated a recording.
Current inefficient workaround:
For customers who do not wish to purchase an ACE license (where the Utilization report provides a "Total Recorded Count"), account administrators must manually download and inspect .mp3 files for individual calls to verify recording status, resulting in a significant consumption of administrative time and resources.