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How to Retrieve Virtual Contact Center Agent Call Recordings
8x8 Support

How to Retrieve Virtual Contact Center Agent Call Recordings

Objective

To retrieve agent VCC call recordings.

Applies To

  • Virtual Contact Center
  • Call Recordings

Procedure

  1. Log in 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.
    callrecording-1.png
  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.
    callrecording-2.png
Note: Mouse-driven waveform display requires HTML5-compliant browsers such as Chrome and Firefox. Internet Explorer does not support browser-embedded playback.