Calls are missing from the Contact Center Playback-monitoring tab
Symptom
The Contact Center supervisor or administrator is unable to view certain transaction IDs
Applies To
- Profiles that have supervisor rights in the Contact Center - Configuration Manager
Resolution
- Open the Contact Center configuration manager
- Go to the user profile
- Click on the supervisor tab
- Check the box for 'this user is a supervisor' and 'allow this supervisor to monitor calls'
- Under the 'monitoring' section, click 'assign all' to the queues, agent groups, and campaigns tab
- This will allow the supervisor or administrator to view all recorded transaction IDs in monitoring>playback tab
Cause
The supervisor or administrator does not have privileges to monitor that queue, agent group, or campaign in the supervisor>monitor tab
Additional Information
If the supervisor is missing the 'save' option, they will need to get in touch with a user that has the super user role to assign them super user rights. See below article on how to assign that: