We will advise you immediately if we decide to broaden the scope of an audit. If we identify additional risks during an audit, we may broaden the audit's scope. We will keep you fully informed of the audit’s progress. The audit management plan will contain contact details of an executive level officer for you to contact. These discussions will be formalised in an updated audit management plan, which we will provide after the meeting.
phone to arrange a suitable initial meeting time.Computer assisted verification: e-Audit and risk assessment.Determining and communicating our position in writing.Information gathering and record keeping.Where our discussions with you and our analysis of relevant information are sufficient to address our concerns, we will end our audit and advise you of the outcomes.
We will normally examine source documents to verify the accuracy of financial accounting information and the integrity of access controls within your systems. We will be open with you about what has attracted our attention and provide you with an opportunity to disclosure errors and provide information where needed.
#Agent activity audit professional
When we contact you in an audit we want to establish a productive and professional working relationship built on transparency. This may happen, for example, in cases involving less complex issues, or where we suspect fraud or evasion, or where an arrangement or transaction is considered high risk. However, where it is warranted we may proceed straight to audit without conducting a review. We seek your cooperation so we can complete audits as quickly as possible and give you certainty of your tax and super position. Whatever the issue, we will be transparent about our concerns. Our audit program ranges from relatively quick examinations of source documents to more intensive analysis of complex arrangements and transactions. These features include quick replies, the ability to insert FAQs into agent responses, and issue sharing.We conduct audits where we consider a more in-depth examination of the issue is required. Specific features within Helpshift also allow you to act on a customer’s activity history better than you can with most customer service software. Audit logs reveals all actions that have been performed on a particular issue, so admins can, for example, see who has added tags to an issue. Helpshift’s “Audit Logs” feature is another aspect of activity logs. To track the activity of an issue, go to the Issue Detail page and click on “Show Activity.” You’ll then see an activity log showing all actions performed within that issue. The “Show Activity” button on the Helpshift Dashboard allows you track actions made to an issues, including such things as:
#Agent activity audit how to
This insight provides robust understanding into how to better optimize processes to manage customer cases.
When using Helpshift, the activity log uncovers all the different touchpoints a customer encounters along their journey, with insight into how much time was spent at each touchpoint until issue resolution.
#Agent activity audit full
Activity logs also offer up valuable information such as whether (and which) agents have incorrectly tagged or assigned issues, giving you full visibility into your tickets and agent activity.Īctivity logs lend themselves well to comprehensive case management, helping you to orchestrate a seamless, efficient service experience. They make it easy to track the details of issues and grant agents and organizations insight into how support is tracking and performing. In customer service in particular, activity logs are highly useful to optimizing the way agents perform. Why Do Activity Logs Matter to Customer Service?