How to check if a user has communicated externally

The audit trail within the Admin Portal can help you quickly identify whether a user has communicated externally with another user via Symphony. For example, this evidence may be required to investigate concerns or resolve disputed testimony about communication with external contacts. 

 

Check if a user has communicated with external contacts by following these steps: 

1. In Symphony, select the Settings icon (Figure 1):

 

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Figure 1 Settings

 

2. Select Admin Portal.

 

Note: This option is only available if you're a designated Administrator with Admin Portal access.

 

3. Select Begin Session.

 

Note: Session Objective and Comments are optional fields and are not required to access the Admin Portal.

 

4. Select Browse Accounts search for the relevant user (Figure 2):

 

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Figure 2 Browse Accounts

 

5. Select Audit Trail (Figure 3):

 

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Figure 3 Audit Trail

 

6. Check the Conversation Scope column for any values identified as External (Figure 4):

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Figure 4 External

 

This value shows the message/action was with an external contact and can be used to resolve any disputed testimony.