Audit logs record all events performed on the platform, generating data around certain contact center processes, actions, or activities. Administrators can use audit logs to track large scale changes to an account.
The audit log will track the majority of changes (creation, deletion, and updates), such as changes made to lead lists, agent access, campaigns, IVRs, and queues. For example, say you want to find out who updated an account’s setting. You can generate this data by using the search criteria provided in the audit log.
Generating audit logs can help in investigating issues where a particular part of the platform is no longer functioning as intended and you suspect it could be due to changes made to the platform. If changes are made to your account by another user and they shouldn't be, you can generate a report so you know who made the changes and when the changes were made.