Audit Trail

Hi, exploring around? I’m Conviner, your call center terminology assistant, ready to help you learn more about contact centers. 

Did you know?80% of contact centers will adopt cloud-based architecture (CCaaS) by 2025.

1. What is meant by an Audit Trail?

An audit trail is a secure, time-stamped record of all user actions, system events, or changes made within a platform. It helps organizations track activity for compliance, security, and internal review. In call centers, audit trails support quality assurance and regulatory audits by showing who did what and when.‍

2. What's the Difference Between Audit Log and Audit Trail?

An audit log is the raw data file that captures system or user activity. An audit trail is the organized, readable sequence derived from those logs. Think of the log as the data, and the trail as the story it tells. Audit trails are structured for review, compliance, and investigation.‍

3. What Software Can Create Audit Trails?

Audit trails can be created by CRM platforms, ERP systems, contact center tools, and security software. Popular tools include Salesforce, SAP, Convin (for call analytics and coaching), and Microsoft 365. These platforms log actions and changes to ensure traceability, accountability, and regulatory compliance.

Audit automation guide for CFOs and risk leaders