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Call Recording Link Interaction Not Found in Quality Management

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Symptom

When clicking on a Quality Management call recording, link the interaction is not found in Quality Management.

Quality Management The interactions are not available.png

Applies To

  • Quality Management
  • Users with access to Quality Management for multiple Tenants
  • Links in CRM created by Contact Center integrations
  • Links to Call recordings in Customer Experience

Resolution

  1. Navigate to the Application Panel.
  2. Open Quality Management for the tenant you want to view the recording for.
    Application Panel Quality Management and Speech Analytics Tenant Selection.png
  3. Click on the link for the recording.

Cause

Quality Management does not have support for the links to be directed to a particular tenant, therefore the current session or first tenant you have access to is opened.