Symptom
Unable to view calls from last year in Quality Management and Speech Analytics, however they are still within retention and show in Admin Console, Recordings.
Applies To
Quality Management and Speech Analytics
Resolution
These steps must be completed by a Quality Management and Speech Analytics administrator with the relevant permissions to change these settings.
Log in to 8x8 Application Panel.
Select Quality Management and Speech Analytics.
Select the Settings icon from the left-hand menu.
Identify Which Group the User Is Assigned To
Select User in the menu.
Enter the user name in the find user search.
Select the group name, to open the details.
Scroll down to the Assigned Groups.
Expand to see the list of groups and those assigned.
Check Show Selected Only.
Identify Which Roles Are Assigned to the Group
Select Groups in the menu.
Enter the group name in the Find Groups search.
Select the group name, to open the details.
Scroll down to the Assigned Roles.
Expand to see the list of roles and those assigned.
Check and Update the Roles Search Query Pre-filters
Select the Roles option in the menu.
Enter the role name in the Filter Roles.
Select the appropriate Role.
Adjust the Serch Query pre-filters as needed.
Select Save in the top right.
Cause
The user has a role applied to their group, which has a search query pre-filter restricting access to interactions or evaluations within Quality Management and Speech Analytics.