Note: The Interaction history page is only available for Beta customers. To have this feature enabled, contact 8x8 Support or your account manager.

View your interaction history

The Interaction history page in 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. is a powerful enhancement designed to streamline your workflow by providing quick access to all your recorded interactions from a single, centralized location.

From this page, you can access your recorded 8x8 Contact Center interactions such as:

• Inbound voice interactions
• Outbound voice interactions
• Voicemails
• Email interactions

• Chat interactions

Notes:
- Currently, outbound emails and SMS messages are not included on the Interaction history page.
- Only emails with replies to customers are displayed on the Interaction history page.

To access the Interaction history page, click Show menu > Interaction history. A new page displays in the Display Panel section of 8x8 AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Workspace.

Interaction history details

The Interaction history page displays important details about each recorded interaction, such as:

• Date/Time: It indicates the date and time an interaction was handled. Click the column header to sort by the most recent or oldest interaction.

Note: Click the Remove sorting toggle switch from the upper right corner of the page to enable or disable the sorting capability for the Date/Time column.

• Media Type: It indicates the type of the recorded interaction, such as inbound call, outbound call, email, web chat, or voicemail.
• Duration: It indicates the duration of an interaction.
• Customer: It indicates the customer’s name or phone number associated with an interaction.
• ChannelPhone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue.: It indicates the channel the interaction came through.
• QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded.: It indicates the queue the interaction came through.
• Transaction ID: It indicates the 8x8 Contact Center interaction number.
• Size: It indicates the size in kilobytes (KB) for the recorded interaction.

Filter interactions

You can filter recorded interactions on the Interaction history page by clicking +Add filter from the top of the page. A list of filter options is displayed. You can search or select a filter criteria from the available list. The applied filter is displayed at the top of the page, and the page is populated with a customized view of your interactions based on your filter criteria.

To delete a filter:

1. Click Clear all to delete all filters.
   -OR-
2. Click the relevant filter from the top of the page to delete it. The filter options display.
3. Click Delete filter from the bottom left of the dropdown.

View interaction details

Additional information is available for each interaction displayed on the Interaction history page. Click an interaction to view the interaction details. The data displayed depends on the interaction media type. After accessing an interaction, use the buttons at the top to navigate to the next or previous interactions, or go back to the Interaction history page.

Notes:
- You can only view your interactions in the Interaction history page.
- Archived recordings and recordings in cold storage are not accessible.