How to Retrieve Agent Call Recordings in 8x8 Contact Center

Objective

To retrieve agent call recordings in 8x8 Agent Console.

Applies To

• 8x8 Agent Console
• Call Recordings

Procedure

1. Log in to 8x8 Agent Console as a Supervisor.
2. Click Menu > Monitoring.
3. Click Playback.
4. Click Filter Window to specify the filtering parameters, such as agents, queues, or channels.
5. Click Advance to search by Transaction ID, contact (phone number), start date, or duration.
6. Click the desired recording for a waveform display.
7. Click Play.
   

Mouse-driven waveform display requires HTML5-compliant browsers such as Chrome and Firefox. Internet Explorer does not support browser-embedded playback.

Additional Information 

Supervisor's having supervisor access on queues will be able to run playback through Monitoring tab. 

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