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):
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):
Figure 2 Browse Accounts
5. Select Audit Trail (Figure 3):
Figure 3 Audit Trail
6. Check the Conversation Scope column for any values identified as External (Figure 4):
Figure 4 External
This value shows the message/action was with an external contact and can be used to resolve any disputed testimony.