Audit logging

Maintaining comprehensive records of changes to personal data is essential for accountability and regulatory compliance. This chapter explains how Sinch Contact Pro ’s audit logging capability captures modifications, including what data was changed, who initiated the change, when it occurred, and the resulting values.

Changes to personal data

The audit logging capability logs changes made to personal data. This applies to changes done via user interfaces like CDT, Communication Panel or System Configurator, and changes done via import/export functionality, integration interfaces, or the Generate Personal Data Report application.

The audit log contains information of:

  • the attribute that was changed

  • who changed the data

  • when the data was changed

  • what was the new value after change

Audit logs are managed with the Logging Wizard in Infrastructure Administrator. For more information about logging, see Troubleshooting, logging, and tracing

Call recording listening log

The system logs when call recordings or their transcripts are accessed. Users with the rights to listen to specific call recordings leave a log trace of the event and provide an explanation for listening.

Listening logs are stored in the CallRecordingListenLog table in the Configuration database. Agents can view their own logs in Communication Panel. Users with Listen to Recording rights can access all logs via the Restful Contact Management (CMI) interface. Logs can only be deleted using SQL tools.