The Supportbench Audit Log is a powerful tool that provides detailed tracking of all system events, allowing managers to monitor activities, ensure compliance, and optimize support operations. This log records every action taken within the system, helping organizations maintain accountability and transparency.
The Audit Log captures a variety of events, which can be filtered using the following fields:
Category – Defines the type of action recorded (e.g., case updates, login attempts, configuration changes).
Event Type – Specifies the nature of the action (e.g., case reassignment, SLA modifications, or workflow executions).
Specific Agent – Allows managers to track activities performed by individual agents, ensuring accountability.
Time Frame – Enables filtering by a specific date range to analyze past events and trends.
With regulatory requirements becoming more stringent, organizations must keep track of system activities. The Audit Log provides a clear record of user actions, ensuring adherence to security policies and compliance regulations such as SOC 2.
Managers can use the Audit Log to review agent activities, identify workflow inefficiencies, and ensure that team members follow best practices. This is especially useful in tracking:
Case assignments and reassignments
Resolution times and escalations
Response adherence to SLAs
By analyzing audit data, managers can pinpoint bottlenecks in the customer support process. For example, if cases are frequently reassigned between departments, it may indicate a need for better training or workflow adjustments.
Unauthorized changes to cases, deletion of critical data, or multiple failed login attempts can indicate security concerns. The Audit Log helps managers detect and respond to potential threats promptly.
By reviewing historical audit logs, managers can determine peak activity periods and adjust staffing levels accordingly. This ensures adequate agent availability during high-traffic times.
Set a routine schedule to review the audit logs, ensuring you stay ahead of potential issues before they escalate.
Apply the Category, Event Type, Agent, and Time Frame filters to narrow down data for precise analysis.
Use audit data to create reports on recurring issues, agent performance trends, and operational inefficiencies.
If common mistakes or repeated case escalations appear in the logs, use them as training opportunities to improve overall team performance.
The Supportbench Audit Log is an essential tool for managers looking to improve security, compliance, and operational efficiency. By regularly reviewing and analyzing audit data, managers can optimize workflows, enhance agent productivity, and maintain a secure and well-documented support environment.
By implementing these best practices, organizations can transform the Audit Log from a passive record-keeping tool into an active asset for driving continuous improvement in customer support operations.
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