CSR Audit Report in Q2 Console Reporting – Q2 Documentation

The CSR Audit Report serves as an audit log of most actions done by CSRs, including values that have been changed, entitlements that have been updated, and events that have occurred.

The report shows the indicated fields as they existed both prior to the change action and after the change action.

Note

This report returns only audit actions taken within the Back Office channel. Actions completed in digital banking via CSR Assist or by an end user will not be included in this report.

Required entitlements

To view and use Generated Reports in Q2 Console Reporting, you'll need specific rights (permissions) assigned to you in Q2 Console Administration related to generating reports. CSR rights are configured on the Administration > CSR Roles page in Q2 Console.

For information on the required entitlements to view and run the CSR Audit Report, see the "Generated Reports rights" section of Rights for CSR Roles in Q2 Console.

Generating the CSR Audit Report

In the Generate report tab of the Generated Reports page, select CSR Audit Report from the list of available reports.

Report parameters

Search parameters within this report include:

Start Date
End Date
CSR Login Name (optional)—use if you wish to search for actions carried out by a specific CSR Login
CSR Audit Actions (optional)—use if you wish to search for a specific action carried out by CSRs

Caution

For best results, it's strongly recommended to use the optional parameters to limit returned report results. If a specific CSR Login Name or specific CSR Audit Actions aren't selected, the report will return all available data.

Tip

Indicate the date range to search by selecting a date in the Start Date and End Date fields. Use the calendar date selector to determine the earliest date from which you can pull data.

After setting the parameters, select Run Report run report button to generate the report. When completed, the generated report will show in the Reports tab and can be downloaded. You can download or export the completed report as a CSV or PDF file.

Report terms

The following table provides more information on terms you may encounter within the CSR Audit Report. The terms in the Action and Action name columns are listed as they appear in a generated report, if applicable. The Action definition column provides a more in-depth explanation of what occurs when the audit action takes place.

Table 21. CSR audit report actions

Action	Action name	Action definition
Create a new Customer	AddCustomer	A new Customer profile has been added.
Create a new Customer Group	AddGroup	A new Group profile has been added.
Create a new user	AddUserProfile	A new User profile has been added.
Admin: Add Subsidiary	AdminAddSubsidiary	A CSR added a subsidiary on a Customer profile.
Admin: Delete Subsidiary	AdminDeleteSubsidiary	A CSR deleted a subsidiary from a Customer profile.
Admin: Edit Subsidiary	AdminEditSubsidiary	A CSR edited a subsidiary from a Customer profile.
Administrator login	LogonAdmin	A CSR initiated an HQ session by logging into a back office application (such as User Management, Administration, or Reporting).
ApprovePolicyChangeCompanyByCsr	ApprovePolicyChangeCompanyByCsr	A CSR changed or approved a policy change for a Company. Note This audit action may not be available for all FIs.
ApprovePolicyChangeCustomerByCsr	ApprovePolicyChangeCustomerByCsr	A CSR approved a policy change for a Customer.
ApprovePolicyChangeGroupByCsr	ApprovePolicyChangeGroupByCsr	A CSR approved a policy change for a Group.
ApprovePolicyChangeUserByCsr	ApprovePolicyChangeUserByCsr	A CSR approved a policy change for a User. Note This audit action may not be available for all FIs.
ApprovePolicyChangeUserRoleByCsr	ApprovePolicyChangeUserRoleByCsr	A CSR approved a policy change for a User Role.
BackOffice Subsidiary Delete Route	boc_subsidiary:DELETE	A CSR user deleted a a subsidiary on a Customer profile in Q2 Associate.
BackOffice Subsidiary Put Route	boc_subsidiary:PUT	A CSR user added or edited a subsidiary on a Customer profile in Q2 Associate.
Change an administrator password	ChangeAdminPassword	A CSR user changed their own password.
Change an administrator password status	ChangeAdminPasswordStatus	The status of an CSR's password changed.
Change a password for an end user	ChangePasswordOnBehalfOf	A CSR changed a password for an end user.
Change an end users password status	ChangePasswordStatus	A CSR changed the status of an end user's password.
Change Password Status - Disabled	ChangePasswordStatusDisabled	A CSR changed an end user's password status to disabled.
Console CSR Login	ConsoleCSRLogin	A CSR logged into Q2 Console (started a Q2 Console session).
DeclinePolicyChangeUserByCsr	DeclinePolicyChangeUserByCsr	A CSR declined an end-user policy change. Note Occurs when dual approval is required.
Delete a customer	DeleteCustomer	A CSR deleted a Customer profile.
Delete a group	DeleteGroup	A CSR deleted a Group profile.
Delete a user	DeleteUser	A CSR deleted a User profile.
Delete a user logon	DeleteUserLogin	A User Login has been deleted.
Set entitlements	SetEntitlements	A CSR created or updated one or more of the following: features, transaction rights and limits, ACH settings, or preferences for a Group, Customer, or User. Note ACH settings only apply to Customers and Groups. Preferences only apply to Groups.
Set Policy Data for a Company by a CSR	SetPolicyDataCompanyByCsr	A CSR updated or saved the company policy for Policy Dashboard transaction rights, features, and accounts for a Customer profile. Note This audit action may not be available for all FIs.
Set Policy Data for a Customer by a CSR	SetPolicyDataCustomerByCsr	A CSR user updated or saved the Policy Dashboard transaction rights, features, and accounts for a Customer profile.
Set Policy Data for a Group by a CSR	SetPolicyDataGroupByCsr	A CSR user updated or saved the Policy Dashboard transaction rights and features for a Group profile.
Set Policy Data for a User by a CSR	SetPolicyDataUserByCsr	A CSR user updated or saved the Policy Dashboard transaction rights, features, and accounts for a User profile. Note This audit action may not be available for all FIs.
Set Policy Data for a User Role by a CSR	SetPolicyDataUserRoleByCsr	A CSR user updated or saved the Policy Dashboard transaction rights, features, and accounts for a User Role profile.
Update a Customer	UpdateCustomer	A CSR user updated a Customer profile.
Update a user logon	UpdateUserLogon	A CSR user updated a User Login profile.
Update a user profile	UpdateUserProfile	A CSR user updated a User profile.
Set Policy Data for a Company by a CSE CSR	SetPolicyDataCompanyByCsrCse	A CSR user created a demo online banking profile, including policy rights, for a prospect customer in Interactive Test Drive. This action set the policy data for the company. Note This audit action may not be available for all FIs.
Set Policy Data for a Customer by a CSE CSR	SetPolicyDataCustomerbyCsrCse	A CSR user created a demo online banking profile, including policy rights, for a prospective customer in Interactive Test Drive. This action set the policy data for the Customer. Note This audit action may not be available for all FIs.
Set Policy Data for a Group by a CSE CSR	SetPolicyDataGroupByCsrCse	A CSR user created a demo online banking profile, including policy rights, for a prospective customer in Interactive Test Drive. This action set the policy data for the customer's Group. Note This audit action may not be available for all FIs.
Set Policy Data for a User by a CSE CSR	SetPolicyDataUserByCsrCse	A CSR user created a demo online banking profile, including policy rights, for a prospective customer in Interactive Test Drive. This action set the policy data for the user. Note This audit action may not be available for all FIs.
Set Policy Data for a User Role by a CSE CSR	SetPolicyDataUserRoleByCsrCse	A CSR user created a demo online banking profile, including policy rights, for a prospective customer in Interactive Test Drive. This action set the policy data for the User Role. Note This audit action may not be available for all FIs.

Report columns

Columns with action information

When generated, the CSR Audit Report contains the following columns about each audit action:

date—date the audit action occurred
type—type of change that occurred, as referenced in the "Action name" column in the table above
action—audit action that occurred, as referenced in the "Action" column in the table above
changed_item—what changed when the audit action occurred, including contextual content such as the account number that was affected by the change
before—UI or system value before the audit action occurred
after—UI or system value after the audit action occurred
result_message—message that details what happens as a result of the audit action
result—whether the audit action occurred successfully

Columns with CSR information

When generated, the CSR Audit Report contains the following columns about the CSR user that completed the audit action:

csr_id—ID of the CSR that completed the audit action
csr_name—name of the CSR that completed the audit action
csr_login—login of the CSR that completed the audit action
session_id—unique session ID that occurred when the CSR completed the audit action

Columns with end user information

When generated, the CSR Audit Report contains the following columns about the end user (if the end user was affected by the audit action):

user_name—name of the User who was affected by the action (if applicable)
customer_name—name of the Customer who was affected by the action (if applicable)
user_login—login of the user affected by the action (if applicable)

For more information on generating reports in Q2 Console, see Generated Reports in Q2 Console Reporting.

Note

Required entitlements

Generating the CSR Audit Report

Report parameters

Caution

Tip

Report terms

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Report columns

Columns with action information

Columns with CSR information

Columns with end user information

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