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Monitoring Playback Channel Filter Returns No Recordings
8x8 Support

Monitoring Playback Channel Filter Returns No Recordings

Symptom

Deselecting any one or more of the channel filters results in "No items.."

Steps to reproduce the issue

  1. Log into Virtual Contact Center Agent as a supervisor agent.
  2. Select Menu > Monitoring > Playback tab.
  3. Click Filter Window link, Filter Criteria dialog opens.
  4. Deselect any one of the channel.
  5. Click OK.
  6. Results "No items to show".
  7. The records for all the other channels should display.

Applies To

  • Virtual Contact Center
  • Configuration
  • Agent

Resolution

Use Advanced Search, and sort results by the Channel names.

  1. Log into Virtual Contact Center Agent as a supervisor agent.
  2. Select Menu > Monitoring > Playback tab.
  3. Click Advance.
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  4. Set advance search to Start Date > Equals or Greater Than > select a date that is near the date you want to the call recordings.
  5. Click Search.
  6. Click the Channel column header to sort on the Channels.

Cause

This issue is under investigation.