Overview
This article provides information about Interaction History, a new feature available in Agent Workspace. This feature lets agents quickly and easily view past interactions, recordings, and transcripts.
Applies To
- 8x8 Contact Center
- Agent Workspace
- Interaction History
Questions and Answers
How do I access this feature?
- Log into Agent Workspace.
- Open the burger menu at the top left.
- Click on Interaction History to display the tab.
What does it do?
Interaction History allows users to see past interactions easily. These interactions include:
- Inbound Interactions
- Outbound Interactions
- Consultation Calls
- Internal Calls
- Voicemails
- Callbacks
- Email interactions
- Chat interactions (Chat API, SMS, Webchat, Whatsapp, Twitter, Facebook)
Clicking on the Details button of an interaction will open the Full Details View. Here you can:
- View the Interaction Details
- Read the Transcript
- Play the interaction Recording
How should I escalate any issues?
If you encounter issues with Interaction History, please Contact 8x8 Technical Support.
​Can I use this feature with an external CRM?
This feature is available only in Agent Workspace. External CRMs will not be supported upon release.
Can I view other agents' interactions?
- As an agent, only your own interactions are visible to you.
- Supervisors will also see only their own interactions in the Interaction History.
Note: Supervisors must use Supervisor Workspace to see their team interactions.
What interactions are not included?
Interactions not included in this feature are:
- Non-recorded interactions
- 8x8 Work interactions
- Internal chat
- Microsoft Teams chats
- PCS Callbacks
- Missed interactions
- Campaign interactions
In future updates, the following will be added and made available for agents to view:
- Non-recorded interactions
- Missed interactions
- Campaign interactions
Why can't I listen to a recording of an interaction?
Agents cannot retrieve recordings that are in cold storage (archived). If an interaction is older than your hot storage policy allows, it will not be available in Interaction History, and must be retrieved by a Supervisor.
Can I download recordings from Interaction History?
Agents cannot download their recordings by design.
Can I remove this feature for my agents?
Interaction History will initially be enabled for all agents by default, with no configuration available for admins.
If you do not want this feature enabled for agents, please Contact 8x8 Technical Support to disable it.
Why is information missing from the Interactions Details panel?
An Agent's view of the data shared from Quality Management and Speech Analytics (QM/SA) is governed by their RBAC/Permissions set in QM/SA.