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.
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 |
|
| Automations |
|
| Integrations |
|
|
Organization structure This area captures changes to Teams only. |
|
| Roles and permissions |
|
| Schedule |
|
| Shift trade management |
|
| Time off management |
|
| User management |
|
| General tasks |
|
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 Zendesk WFM, hover over the admin icon (
) in the navigation bar.
- Select Audit log.
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 Zendesk WFM, hover over the admin icon () in the navigation bar.
- Select Audit log.
- 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.
