How to retrieve agent VCC call recordings
Virtual Contact Center
To play call recordings:
1. Login to VCC AGUI
2. Click on Menu
3. Click on Monitoring
4. Click the Playback tab in the Monitoring window. A list of all call recordings shows.
5. Click Filter to specify the filtering parameters, such as agents, queues, or channels.
6. To search, click Search and look up by transaction ID, contact (phone number), start date, and duration. For example, you can search for all recordings specific to a customer in the last week.
7. Click the desired recording for a waveform display. You can click on the waveform and navigate easily.
Note: Mouse-driven waveform display requires HTML5-compliant browsers such as Chrome and Firefox. Internet Explorer does not support browser-embedded playback.