How to use the filtering option in Contact Center Agent Console - Monitoring so you can find and playback a specific agent interaction faster.
- Contact Center Agent Console
In order to find the filtering option, you will need to log in to the Contact Center Agent Console, click on Menu and Monitoring.
- Go to Playback.
2. Click on Filter Window. A new window will pop up with Filter Criteria.
3. Select from the Filtering Criteria available: Queues, Agents, Channels.
4. Alternatively, if you have the transaction ID you are looking for, select the Advanced option and enter the TID
For better visibility of the Queues, Agents, Channels names, you should pop-out the tab by clicking on the arrow that points downwards to the left showing in the upper right corner of the screen.