I don't think this is logged anywhere out of the box. It does get stored in some attributes:
Eic_MonitoringUserId
The User name of the Interaction Client user who monitors the call. This can also be the NT User ID of the person recording the
call, such as "BobJ" or any other string of varying length. Customers should not change the value of this attribute. It is reserved for
use by the system.
Eic_Monitors
This attribute stores the names of non-supervisors who are monitoring a call. Customers should not change the value of this
attribute. It is reserved for use by the system. The Eic_Monitors attribute is set on the monitored call by the monitor object to
indicate the names of the users who have requested non-supervisory monitors on a specified call.
If a monitoring operation is stopped, the Monitor object removes the name of the monitoring user from the Eic_Monitors
attribute. When multiple users are monitoring a call, their names are separated by the "|" delimiter.
If a given user is monitoring a call from multiple stations, that user's name appears once in the Eic_Monitors list. It is removed
when the last monitor for that user (for that call) is stopped.
The monitor object does not clear this attribute when the monitored call disconnects.
Eic_MonitorsCombinedCount
The names of the supervisors who are monitoring this call. Customers should not change the value of this attribute.
Eic_MonitorsSupv
The Eic_MonitorsSupv attribute behaves exactly like the Eic_Monitors attribute (above) except that it contains the names of users
who have requested supervisory (rather than non-supervisory) monitors on the call. In most situations, this attribute will contain the
names of supervisors. Customers should not change the value of this attribute. It is reserved for use by the system.
If a monitoring operation is stopped, the monitor object removes the name of the monitoring user from the Eic_MonitorsSupv
attribute. When multiple users are monitoring a call, their names are separated by the "|" delimiter.
If a given user is monitoring a call from multiple stations, that user's name appears once in the Eic_Monitors list. It is removed
when the last monitor for that user (for that call) is stopped.
The monitor object does not clear this attribute when the monitored call disconnects.
I remember logging this with a custom handler back in the Early 3.0 days for a customer that wanted this audit trail.
So the info is on the call you would just need to log it somewhere as I don't see it logged anywhere.
You could also go to IA under report logs and add those attributes to "Interaction Custom Attributes Log" if you are not already using all of the columns in that customization
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ryan hedlund
Stericycle
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Original Message:
Sent: 12-10-2019 10:10
From: Kizzy Adams
Subject: Audit/Report Call Monitoring in ICBM
Is there an audit trail report that will provide the details related to the date/user/operation/activity for when a Supervisor/Manager uses ICBM for call monitoring? The business objective is to have the ability to audit the auditor who is using ICBM call monitoring.
#QualityManagement
#Reporting/Analytics
#Unsure/Other
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Kizzy Adams
Total Credit Recovery Ltd
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