Auditing Users Actions in eGain

Knowledge Hub
1

Hello Team,

Trust your day is going well. Kindly assist with a guide on how an eGain Administrator can access Auditing of users actions in eGain apart from Activity Audit. A trailed Actions in terms of a users journey in the application. i.e. When the user logged in, What the user clicked on and what was done while logged in. Will appreciate your feedback soonest. Thanks.

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2

Hi,

You can have information about the portal sessions. You have to check with the analytics team to get appropriate reports about user sessions. I am not sure whether similar information is available for other consoles.
Thanks,
Vishesh

3

Hi,

A transcript of a portal session, including the actions performed by the user in the portal, will be available in Analytics from Release 21 onwards. However, this is not available in Analytics in eGain 17.

If a transcript is required in the meantime, it can be accessed from the Reports Console, but with a limitation that the user to which each session belongs is not readily visible in the list of sessions. You have to browse the transcript of each session to see which user conducted it. The steps are:

  1. Login to the Reports Console.
  2. Go to the folder: Knowledge Portal Reports.
  3. Run the report: Session Summary. This report will prompt you to select a portal and a date range.
  4. Select an interval in the report and click on the value in the Total Sessions column. This will be highlighted blue to denote that it is a hyperlink.
  5. You will see a list of sessions with session ID numbers, start and end times. Click on a session ID (highlighted blue) to view the transcript for that session.
  6. The transcript will display a header with session details including the user’s name. Below this, you will see a time-stamped list of the user’s actions in the portal.

I hope this provides what you are looking for.
Matthew

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