With 8x8 Contact Center and as a supervisor, you can access and play call recordings from the Playback tab. From this page, you can view and access all agent interactions such as phone calls, digital messages, and voicemails. Use the available filters to list the relevant Agent
Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. interactions. The page displays the date and time of an interaction, the media type, the agent’s name, the duration of an interaction, the customer name, and other relevant information. Additionally, you can download interactions, view the full details of the interaction, and for call recordings, you can use the graphical waveform to quickly view and navigate to specific areas of a recorded conversation.
To access the Playback tab:
- Log in to 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions. using your supervisor credentials.
- Click Ready to work or Work Offline.
- Click Monitoring
from the Display Panel. - Click the Playback tab.
A list of today’s recordings displays if there are any available. Use the filters to access the relevant recordings.
Overview of interaction details
The interactions available from the Playback tab display relevant information at first glance. For every interaction, the following details are listed:
- 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.
- Media Type: It indicates the type of interaction, such as Inbound Call, Outbound Call, Email, Web chat, etc.
- Agent: It indicates the name of the agent who handled the interaction.
- Duration: It indicates the duration of an interaction.
- Customer: It indicates the customer’s name associated with an interaction.
- Customer phone: It indicates the customer’s phone number associated with an interaction.
- Site: It indicates the location from where the interaction was handled.
- 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.
- Extension: It indicates the PBX extension.
- Transaction ID: It indicates the 8x8 Contact Center interaction number.
- Size: It indicates the size in kilobytes (KB) for the recorded interaction.
Filter agent recordings
You can filter agent interactions by clicking the + Add filter option. Search for a specific filter or use a conditional filter with options such as is, is not, or contains to refine your search and find relevant data faster. For example, you can create a query to filter only the interactions available for a specific agent. In this case, the combined filter string will look like in the following example: <Agent name> + <is> + <James Garcia>.
By default, the conditional filter Date/Time is Today is applied when accessing the Playback page. Select Clear all to remove all filters applied.
Available filters:
- Call ID
- Customer
- Agent name
- Media type
- Transaction ID
- Site
- Extension
- Channel name
- Recording ID
- Direction
- Customer Phone
- Size in MB
- Date/Time
To apply a filter:
- Click Monitoring from the Display Panel.
- Click the Playback tab.
- Click Add filter to filter your interactions.
- A list of filter options is displayed. You can search or select a filter criteria from the available list.
- After making your selection, click Apply.
- The interactions list is updated with your filter criteria. You can view the filter query at the top of the interactions.
Note: You can add multiple filters to refine your search.
To remove all filters, click Clear all. To delete a specific filter select the filter query and click Delete filter from the bottom left of the filter list.
View agent interactions
You can view agent interactions by selecting an interaction from the Playback tab. Depending on the media type, the following information is available:
- Email: When selecting an email interaction, you can view the email transcript. Click View full details from the email transcript dialog to see the interaction details, the email thread, and the agent notes if available.
- Web chat interaction: When selecting a web chat interaction, you can view the chat transcript. Click View full details from the chat transcript dialog to see the interaction details, the chat transcript, and the agent notes if available.
- Contact Center interaction: When selecting a voice interaction, you can see its waveform. Click View full details to view the interaction details, the transcription, and the agent notes if available.
- Waveform: Select
to hide or show the waveform of the audio file. - Video: For video interactions, select to show or hide the video playback window.
- Rewind: Select
to rewind the playback by 10 seconds. - Pause: Select
to pause the playback. - Forward: Select
to forward the playback 10 seconds. - Playback speed: Select the drop-down menu to view options for adjusting the speed of the playback. The options range from 0.5x to 2x.
- Sound: Select
to mute or unmute the sound of the audio file during playback. - Volume control: Select the volume slider to adjust the volume.
Click Play 
to start listening to the interaction. These additional audio controls are displayed:
Once the play back is complete, click the interaction to hide the waveform.
