To retrieve agent VCC call recordings.
- Virtual Contact Center
- Call Recordings
To play call recordings:
- Login to VCC AGUI
- Click on Menu
- Click on Monitoring
- Click the Playback tab in the Monitoring window. A list of all call recordings shows.
- Click Filter to specify the filtering parameters, such as agents, queues, or channels.
- 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.
- 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.
See Accessing Agent Call Recordings in Virtual Contact Center: VCC Call Recording Storage Limits for more information