With 8x8 Contact Center and as a supervisor, you can listen in on active calls handled by agents you supervise. You can access and play back call recordings from the Playback tab. With the ability to filter and search, you can get to the call recording you are looking for quickly. Call recordings are displayed in graphical waveform to quickly view and navigate to specific areas of recorded conversation.
The advanced search allows you to look up recordings based on transaction ID, contact name, contact (phone number), start date, and duration. For example, you can search for all recordings specific to a customer in the last week.
To play call recordings:
- In 8x8 Agent WorkspaceThe brand new interface for 8x8 Contact Center agents to receive and process customer interactions., click Monitoring from the Display Panel.
- Click the Playback tab.
- Select Phone.
A list of all call recordings displays.
- Click Filter Window to specify the filtering parameters, such as agents, queues, or channels.
- To search, click Advanced and search by transaction ID, contact name, contact (phone number), start date, and duration. Create the desired search query, and click Search. 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.