Manage agent interaction retrieval

You can access agent interactions through the 8x8 Supervisor Workspace.

To log in to 8x8 Supervisor Workspace:

1. In your preferred browser, enter https://login.8x8.com/.
2. From the 8x8 login page, enter your username or email address and click Continue.
3. Enter your password and click Login.
4. The 8x8 application panel launches, listing all the applications available to you. Select the 8x8 Supervisor Workspace application.
   
   

When 8x8 Supervisor Workspace launches, you will see a dashboard displaying real-time queue and agent metrics. By default, the Interaction Retrieval page is not displayed.

To access agent interactions, ensure the tab representing the Interaction Retrieval page appears at the top of your workspace.

To display the Interaction Retrieval page:

1. Select Create new page .
   
   
2. From the Create new page window, click Select for the Interactions retrieval template.
   
   
3. You are prompted to specify a title for the new page. After entering a page title, click Save.
   
   

Your newly-created Interaction Retrieval page is displayed as a new tab. You can now access agent interactions.

You can view agent interactions by navigating to the Interaction Retrieval widget. You can also view the details of an interaction from this page.

To view agent interactions:

1. Select the Interaction Retrieval page.
   
   

2. The Interaction Retrieval widget is displayed. 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, Inbound Message, or Voicemail.
   • 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 or phone number associated with an interaction.
   • User Group: It indicates the agent's assigned user group for handling interactions.
   • Transaction ID: It indicates the 8x8 Contact Center interaction number.
   • Size: It indicates the size in kilobytes (KB) for the recorded interaction.
     
     
3. Select an interaction from the list. To view additional details, click View full details.
   
   

   Note: Click Evaluate to start an agent evaluation. You will be directed to the QM/SA application. To learn more about agent evaluations, see about evaluation coaching feedback.

4. The interactions details is displayed, along with a transcription of the interaction, and any agent notes. The Interactions Details panel list additional information, such as:
   • Interaction Details: Select the drop-down menu to display the transaction ID, the duration of the interaction, and more details related to the interaction.
   • Agent Details: Select the drop-down menu to display the agent's name, the agent's phone number, and their extension.
   • Customer Details: Select the drop-down menu to display the customer's name or phone number.
   
   
5. Select one of these options to proceed:
   • Click Back to exit the interaction details and return to the list of interactions.
   • Click Next to display details of the next interaction.
   • Click Previous to display details of the previous interaction.

To learn more about accessing and viewing interaction details in the QM/SA app, see 8x8 Quality Management and Speech Analytics tools.

You can filter agent interactions by navigating to the Interaction Retrieval widget. It allows you to display a customized view of your interactions based on your filter criteria.

To filter agent interactions:

1. Select the Interaction Retrieval page.
   
   
2. The Interaction Retrieval widget displays a list of interactions. Click Add Filter to filter your interactions.
   
   
3. A list of filter options is displayed. You can search or select a filter criteria from the available list.
   
   
4. After making your selection, click Apply.
   
   
5. The interactions list is updated with your filter criteria.

Note: You can add multiple filters to the Interaction Retrieval page.

Click Clear All to remove all filters.

You can select and download agent interactions from the Interaction Retrieval widget. These downloaded interactions can be played back at your convenience.

To download an agent interaction:

1. Select the Interaction Retrieval page.
   
   
2. The Interaction Retrieval widget displays a list of interactions. Select an interaction you would like to download.
   
   
3. Click to start the download.
4. Once the download is complete, the interaction is available in the Downloads folder.
   
   

Note: You can select and download multiple interactions simultaneously.

You can play back voice and video interactions from the Interaction Retrieval widget.

To play back an agent interaction:

1. Select the Interaction Retrieval page.
   
   
2. The Interaction Retrieval widget displays a list of interactions. Click an interaction to display its waveform.
   
   

   Note: Interactions from 8x8 Contact Center digital channels, such as email and chat, are also displayed. Selecting a chat interaction from the list displays a chat transcript instead of a waveform.

3. Click Play to start listening to the interaction. These additional audio controls are displayed:
   • 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.
4. Once the play back is complete, click the interaction to hide the waveform.