About the Enhanced Interaction Administrator Change Log

The Enhanced Interaction Administrator Change Notification Log (6) provides robust logging for changes to users, workgroups, skills, licenses, stations, roles and default user.

Warning: Enable the Enhanced Interaction Administrator Change Log only during non-peak production hours and only if all CIC clients are upgraded to CIC 2016 R1 or later.

Enabling this log is an intensive operation that requires significant computing resources. You must do it during non-peak production hours.

If you enable this feature before you upgrade all CIC clients to CIC 2016 R1 or later, the CIC clients that run earlier versions of CIC will log incomplete audit data.

 

Note: The enhanced logging feature is available beginning with CIC 2016 R1. It is available for Microsoft SQL Server and Oracle.

This help topic contains the following sections:

How to start enhanced logging

About the Snapshot_Tool

Summary of logged data

Summary of data that is not logged

How to access the change log data

How to purge change log data

 

How to start enhanced logging

By default, the Enhanced Interaction Administrator log is not actively logging changes. If you want to use this log, you must enable it. For information, see Enable the Enhanced Interaction Administrator Change Log.

Note: If you choose to not enable the Enhanced Interaction Administrator Change Log, Interaction Administrator will continue to provide its regular logging capabilities via the Interaction Administrator Change Notification Log report log, it is enabled.

About the Snapshot Tool

When you enable the Enhanced Change Notification Log, the Snapshot tool automatically runs. The Snapshot tool takes a snapshot of the current Directory Service data and updates the Enhanced Change Log database tables. This data acts as a baseline for future views of the log and it ensures that the views remain accurate.

Notes: Enable the Enhanced Interaction Administrator Change Log during off-peak hours. During the snapshot process, you may experience a large amount of processing on your CIC server and database server. While this process lasts only a short time, it is best if you enable the log this during off-peak hours.

The provided database views display only data from the time when the last snapshot was taken. The audit trail data remains in the database tables.

For troubleshooting purposes, you may want to re-run the Snapshot tool. For more information, see Logging administrative changes from other applications.

Summary of logged data  

Interaction Administrator data

The Enhanced Interaction Change Notification Log tracks changes to the following information in Interaction Administrator:

• Users container: All changes made to all pages

• Default User container: All changes made to all pages

• Roles container: All changes made to all pages

• Workgroups container: All changes made to all pages

Note: Supervisors can change workgroup membership from IC Business Manager. Those changes are also tracked in the Enhanced Interaction Administrator Change Log.

• Skills: All changes made to all pages

• Licenses Allocation container: All changes made to station licenses and user licenses

• Stations container: All changes to station licenses

IceLib and ICWS data

If you enable the enhanced logging feature, all administrator configuration changes from ICWS and IceLib are logged. However, the enhanced logging feature consistently formats only the administrative changes that are logged from Interaction Administrator.

Note: If you have custom applications that use the IceLib or ICWS API's that configure the CIC server, then you might see the additional logging data in those applications.

For more information about the data that is and is not affected by the Enhanced Interaction Administrator Change Notification Log, see Troubleshooting the Enhanced Interaction Administrator Change Notification Log.

Summary of data that is not logged

The following data is not logged by the enhanced logging feature:

• License activations from external files

• Changes to any Interaction Administrator containers other than Users, Skills, Workgroups, Licenses, Roles and Default User.

How to access the change log data

CIC provides several views that you can use to access the change log data. You access these views directly via a database query. For more information on these views, see Database views for the log.

How to purge the change log data

You can configure automated data purging for the Enhanced Interaction Administrator Change Notification Log in the same way as all other logs. You can also do an immediate data purge, if necessary. For more information, see Configure report log retention time.

 

Related topics

Enable the Enhanced Interaction Administrator Change Log

Database tables for the Enhanced Interaction Administrator Change Log

Examples of changes to database tables

Database views for the Enhanced Interaction Administrator Change Log

Troubleshoot the Enhanced Interaction Administrator Change Log