Auditing and Analytics

Warwick Eade Updated by Warwick Eade

DeskDirector DD has many auditing and analytics options available.

The audit logs and analytics fall into these categories

  • Authentication
  • Admin changes
  • Email usage
  • Usage Analytics
  • Advanced Analytics

Authentication

Contact Authentication

DeskDirector records every contact authentication event in a contact authentication log

DeskDirector  logs time and date, authentication method, authentication ID, outcome (success/failure), IP address (when available) every  time contact logs into the system. 

For each event you can see metadata appropriate to the  authentication method so that the log can be cross referenced with, for example, Azure AD logs

Admin Changes

Changes to Service Agent

Whenever the role, company and board access are changed for a Service Agent, DeskDirector will record this.

The Service Agent Audit Log is found under the Service Agent (Tech/Agents/Agent/Audit-Log)

Time and date, authentication method, action, outcome (success/failure), IP address (when available) every time contact logs into the system. 

Changes to Companies

Whenever Permissions, Board access, Menus, Request Type Groups, Ticket/User Groups the role, are changed for a Company these are recorded in a Contact Change Audit

Changes to Contacts

Whenever Permissions, Board access, Menus, Request Type Groups, Ticket/User Groups the role, are changed for a Contact these are recorded in a Contact Change Audit Log

Email Usage

Every email sent by DeskDirector is logged and the record of that event available for review.

You can find the complete system history under Email\Delivery History in the Admin Portal

Faceted delivery histories are found on the Company and Contact pages

Usage Analytics

Usage analytics can be found under the Analytics section in the admin Portal

You can find drillable information on

  • User Portal usage
  • Bigger Brains courses (where purchased)
  • the DD native file system

Advanced Analytics

We use Microsoft's Insight Analytics to capture over 40 Interactive events in the Portals.

These are available, on request, to our Platinum customers

How did we do?

Service Agent Change Log

Contact Authentication Audit Log

Contact