Viewing the WFM audit log for changes

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Workforce Management (WFM) or Workforce Engagement Management (WEM)

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.

Note: The WFM audit log shows changes from the date it’s activated in your account onward.

This article contains the following sections:

• About the WFM audit log changes
• Viewing the WFM audit log
• Filtering and searching the WFM audit log

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	Account settings updated Allow list turned on/off Allow list email addresses updated Block list turned on/off Block list email addresses updated
Automations	Automation created Automation updated User assignment in automation updated Automation deleted
Integrations	Google Calendar integration turned on or off
Organization structure This area captures changes to Teams only.	Team created Team updated
Roles and permissions	Role created Role deleted Role permissions updated Role scopes updated Role members updated
Schedule	Schedule published Schedule generated Schedule imported Shift updated Shift deleted Partial or full day time off added Time off deleted Bulk edited: Add task Delete shift Edit shift
Shift trade management	Shift trade approved/denied Shift trade requested
Time off management	Time off reason created Time off reason updated
User management	Task lock updated: Turned on or off Auto-tracking updated: Turned on or off Export CSV team members list
General tasks	General task created General task updated General task deleted

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

1. In Zendesk WFM, hover over the admin icon () in the navigation bar.
2. 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

1. In Zendesk WFM, hover over the admin icon () in the navigation bar.
2. Select Audit log.
3. 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.
4. To filter by area or activity type, click Filter.

   

5. Select the checkboxes for each area or activity type.
6. To search for a change made by a specific user, click the Actor column and enter the name of the user.