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Why can't I find some agents calls in Quality Management?
8x8 Support

Why can't I find some agents calls in Quality Management?

 

Applies To

  • Quality Management

Answer

Firstly please ensure you have the correct roles for the supervisor attempting to find the calls. The supervisor must have a role that allows them to see the appropriate group the agent is in. 

If still unsuccessful, please check that the agents that are missing do indeed have call recording enabled. For all calls to show in Quality Management, the call recording in Contact Center needs to be set to 100%. You can do this in the Contact Center Configuration Manager:

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