Audit Log 3 months +

Liberty Converse / CX
1

Evening All,

I’ve noticed when I use the audit log report function it will only allow me to see call logs back as far as 21st January (approx 3 months), but when I use the answered/abandoned function it will break down the call data into daily or hourly segments for much further back.

Why is this, and without exporting the hour breakdowns a day at a time for a period of months, how can I retrieve this data on a by date and time basis?

Thanks in advance

2

Hi @JMurphy,

This usually comes down to the type of report you’re looking at in Liberty Converse.

There are two main categories of reports:

  • Interaction reports – these include the Audit Log and Interactions report. Because these reports are very detailed (they record each individual interaction), they only retain around three months of data by default. That’s why the Audit Log only goes back to around 21 January.

  • Summary reports – such as Answered / Abandoned. These don’t store every individual interaction, but instead summarise the interaction data, which means they can go back much further in time and allow daily or hourly breakdowns over longer periods.

So what you’re seeing is expected behaviour rather than a fault.

It might be worth clarifying what you’re ultimately trying to report on, as you mention more than one report type:

  • If you need high‑level volumes by date and time, a Summary report (like Answered/Abandoned) is usually the best fit.
  • If you need individual call‑level detail (IDs, outcomes, timestamps, etc.), that will be limited to the Interaction report retention period.

Depending on the outcome you’re after, there may be another report that gives you what you need without having to export hourly data day‑by‑day.

If you can share what insight you’re trying to get from the data, we can point you to the most suitable report.

Hope that helps :blush:

Jonathan Redsell