Problem:
- When auditing or investigating Analytics, there are scenarios where I would like to see the chat conversation between the bot and the user to see what happened.
- Questions I have when wanting to look at the logs:
- Why was this negatively rated?
- What information was served?
- Who submitted the ticket?
- What prompts did the user follow up with?
- Questions I have when wanting to look at the logs:
Current Scenario:
- I would have to reach out to my CSM with the “User Record ID” to help me investigate.
- However I would only escalate very specific scenarios vs browsing as I am curious.
Proposed solution:
- Allow customers view the audit/log history of a specific “User Record ID” just as our CSMs have access.
- There needs to be tight security/access in place as well since there could be sensitive data with regards to the HR Domain.
- A nice to have (or future roadmap after initial implementation) is to provide even more granular ACL, such as some users can only see specific domains vs being given access to see logs in general.
