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Status Under review
Created by Fatima Gonzalez
Created on Dec 15, 2021

Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.

I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the below from the engineer: When trying to listen to recordings it is best practice to go into reporting > prebuilt reports > contact history and put your CID in there so you can see all legs of the call at once. Doing it from other places in contact center may not have the entire interaction with that one customer and multiple agents.

It would be so much easier if we could listen to the entire conversation(all segments) in the contact center under (interactions) instead of having to go to the prebuilt reports.