Activity log

What is an activity log?

An Activity Log is a report of all actions taken in a specific period of time. An activity log, also known as a job activity log shows how somebody spends their time working. In LiveAgent, an activity log shows all created or edited tickets.

This gives the admin/supervisor a chance to review the work of each agent. It also gives them a chance to suggest improvements on how to work more efficiently in LiveAgent.

Thanks to activity logs, agents can stop focusing on low-value activities and manage their time better. An activity log is also a great tool for ensuring employees are on track with proposed company plans.

Why are activity logs important?

Being able to identify who logged in to your account is crucial for security. Because companies come into close contact with tons of data on a daily basis, it’s important to be able to identify misuse immediately. If any misuse occurs, activity logs can identify the person responsible immediately.

Activity logs also show that you have proactive measures in place if misuse occurs. This is important if you have business partners or stakeholders invested in your business.

Audit logs are also important because they provide comprehensive insights.

Let’s take a look at a simple example. Imagine a customer is complaining about your customer service. Having insights from activity logs can help you look into the situation. Once evaluated, you can provide feedback and create an appropriate action plan to salvage the situation.

Why should you evaluate the activity log? 

Reviewing the work of your employees is an important part of ensuring maximum efficiency.  LiveAgent offers over 180 features that you can use to improve your customer service.

Activity logs can give you insight into how your agents are using these features. For example, if you see that one support agent is doing a task that can be easily automated manually, you can tell them about automation.

Thus, through audit log reviews you can find opportunities to improve your customer service.

By reviewing audit logs you can also track your agent’s progress towards fulfilling company goals and metrics.

Benefits of the activity log/audit log:

• immediately identify problems, which avoid months of potential mistakes
• recognition of customer support agents’ skills – good/bad performers
• helps with measuring employee Key Performance Indicators (KPIs)
• opportunity to reward the best performing customer support agents
• opportunity to recognize the need for more agent training

Where is the activity log in LiveAgent?

Steps to navigate to your Activity Log:

What does your activity log in LiveAgent show?

The Activity log provides a full report on the actions that customer support agents take.

It shows:

• the name of the agent
• the amount of time the agent spends working on the ticket
• the number of the tickets the agent worked on
• a brief description of each action
• exact agent actions/changes in each ticket