---
title: "Manage agent interaction retrieval"
slug: "manage-agent-interaction-retrieval"
updated: 2026-07-23T10:07:13Z
published: 2026-07-23T10:07:13Z
canonical: "help.8x8.com/manage-agent-interaction-retrieval"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Manage agent interaction retrieval

As a supervisor, you want the ability to [access](/documentation/docs/manage-agent-interaction-retrieval#access-interactions) all agent and queue interactions in a pre-configured template. We have introduced the Interaction Retrieval widget, where you can [view](/documentation/docs/manage-agent-interaction-retrieval#view-interactions) all **8x8 Contact Center** interactions such as voice calls, digital messages and voicemails. Agent interactions are displayed at a glance, listing the date and time of an interaction, the source of an interaction, the agent’s name, the duration of an interaction, and other related information. You can also [download](/documentation/docs/manage-agent-interaction-retrieval#download-interactions), and [play back](/documentation/docs/manage-agent-interaction-retrieval#playback-interactions) interactions from the Interaction Retrieval widget. You can view more details of an interaction by navigating to the 8x8 **Quality Management and Speech Analytics** (QM&SA) application.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/interaction-retrieval-page.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

**Access agent interactions**

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/](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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/login-application-sw.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

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.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/default-sw-page.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

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** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/create-page-icon_21x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D). ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/sw-select-create-page.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
2. From the **Create new page window**, click **Select** for the Interactions retrieval template. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-interaction-retrieval-template.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
3. You are prompted to specify a title for the new page. After entering a page title, click **Save**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/new-page-title-window.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

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

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-interaction-retrieval.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

**View 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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-interaction-retrieval.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/interactions-list.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
3. Select an interaction from the list. To view additional details, click **View full details**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/view-agent-interaction-details.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

> [!NOTE]
> 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](/documentation/docs/8x8-quality-management-and-speech-analytics-5-7-release-notes#about-evaluation-coaching-feedback-for-quality-management).
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:

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/view-ir-details.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
  - **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](/documentation/docs/access-8x8-quality-management-and-speech-analytics-tools#interactions).

**Filter agent interactions**

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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-interaction-retrieval.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
2. The Interaction Retrieval widget displays a list of interactions. Click **Add Filter** to filter your interactions. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/add-filter-interactions-list.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
3. A list of filter options is displayed. You can search or select a filter criteria from the available list. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/interaction-filter-list1.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/interaction-filter-list2.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
4. After making your selection, click **Apply**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-media-type-filter.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
5. The interactions list is updated with your filter criteria.

> [!NOTE]
> Note:
> 
> You can add multiple filters to the Interaction Retrieval page.

Click **Clear All** to remove all filters.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/clear-filter-interactions.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

**Download agent interactions**

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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-interaction-retrieval.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
2. The Interaction Retrieval widget displays a list of interactions. Select an interaction you would like to download. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-agent-interaction-download.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
3. Click ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/interaction-download-icon_14x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) to start the download.
4. Once the download is complete, the interaction is available in the **Downloads** folder. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/howto-download-agent-interaction.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

> [!NOTE]
> Note:
> 
> You can select and download multiple interactions simultaneously.

**Play back agent interactions**

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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-interaction-retrieval.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
2. The Interaction Retrieval widget displays a list of interactions. Click an interaction to display its waveform. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-agent-interaction.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

> [!NOTE]
> 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** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/play-audio-icon_18x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) to start listening to the interaction. These additional audio controls are displayed:
  - **Waveform**: Select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/waveform-audio-icon_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) to hide or show the waveform of the audio file.
  - **Video**: For video interactions, select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/video-playback-icon_23x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) to show or hide the video playback window.
  - **Rewind**: Select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/rewind-audio-icon_16x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) to rewind the playback by 10 seconds.
  - **Pause**: Select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/pause-audio-icon_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) to pause the playback.
  - **Forward**: Select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/forward-audio-icon_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) 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 ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/sound-audio-icon_20x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D) 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. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/howto-playback-agent-interaction.gif?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)

**Restore archived agent recordings**

You can restore archived agent recordings from the Interaction Retrieval widget.

**To restore archived recordings:**

1. Select the **Interaction Retrieval** page. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-interaction-retrieval.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
2. The Interaction Retrieval widget displays a list of interactions. Select an interaction whose archived recordings you would like to restore. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/select-archived-recording.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)
3. Click **Restore**.
4. A notification messages appears stating: **Restoring recordings makes them available for 7 days after they were restored from storage. It takes up to 12 hours to restore recordings. You will receive an email wen your recordings are available**. Click **Restore** to proceed. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/confirm-restore-recording.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A29Z&se=2026-11-03T22%3A51%3A29Z&sr=c&sp=r&sig=4W7p4g7CgbSAkk34bcv9SVAbUJkpuCbjSNhhE3Biwew%3D)