---
title: "Retrieve agent call recordings"
slug: "retrieve-agent-call-recordings"
updated: 2026-07-23T10:07:04Z
published: 2026-07-23T10:07:04Z
canonical: "help.8x8.com/retrieve-agent-call-recordings"
---

> ## 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.

# Retrieve agent call recordings

With **8x8 Contact Center** and as a supervisor, you can access and play call recordings from the **Playback** tab. From this page, you can view and access all agent interactions such as phone calls, digital messages, and voicemails. Use the available filters to list the relevant Agent interactions. The page displays the date and time of an interaction, the media type, the agent’s name, the duration of an interaction, the customer name, and other relevant information. Additionally, you can download interactions, view the full details of the interaction, and for call recordings, you can use the graphical waveform to quickly view and navigate to specific areas of a recorded conversation.

**To access the Playback tab:**

1. Log in to 8x8 Agent Workspace using your supervisor credentials.
2. Click **Ready to work** or **Work Offline**.
3. Click **Monitoring** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-monitoring_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D) from the **Display Panel**.
4. Click the **Playback** tab. A list of today’s recordings displays if there are any available. Use the filters to access the relevant recordings. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-tab.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)

## Overview of interaction details

The interactions available from the **Playback** tab display relevant information at first glance. For every interaction, the following details are listed:

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-interaction-details.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)

- **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, Email, Web chat, etc.
- **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 associated with an interaction.
- **Customer phone**: It indicates the customer’s phone number associated with an interaction.
- **Site**: It indicates the location from where the interaction was handled.
- Channel: It indicates the channel the interaction came through.
- Queue: It indicates the queue the interaction came through.
- **Extension**: It indicates the PBX extension.
- **Transaction ID**: It indicates the **8x8 Contact Center** interaction number.
- **Size**: It indicates the size in kilobytes (KB) for the recorded interaction.

## Filter agent recordings

You can filter agent interactions by clicking the **+ Add filter** option. Search for a specific filter or use a conditional filter with options such as **is**, **is not**, or **contains** to refine your search and find relevant data faster. For example, you can create a query to filter only the interactions available for a specific agent. In this case, the combined filter string will look like in the following example: `<Agent name> + <is> + <James Garcia>`.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-filter-example.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)

By default, the conditional filter **Date/Time is Today** is applied when accessing the **Playback** page. Select **Clear all** to remove all filters applied.

**Available filters:**

- Call ID
- Customer
- Agent name
- Media type
- Transaction ID
- Site
- Extension
- Channel name
- Recording ID
- Direction
- Customer Phone
- Size in MB
- Date/Time

**To apply a filter:**

1. Click **Monitoring** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-monitoring_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D) from the **Display Panel**.
2. Click the **Playback** tab.
3. Click **Add filter** to filter your interactions. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-add-filter.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)
4. A list of filter options is displayed. You can search or select a filter criteria from the available list.
5. After making your selection, click **Apply**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-filter-example.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)
6. The interactions list is updated with your filter criteria. You can view the filter query at the top of the interactions.

> [!NOTE]
> Note:
> 
> You can add multiple filters to refine your search.

To remove all filters, click **Clear all**. To delete a specific filter select the filter query and click **Delete filter** from the bottom left of the filter list.

![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-delete-filters.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)

## View agent interactions

You can view agent interactions by selecting an interaction from the **Playback** tab. Depending on the media type, the following information is available:

- **Email**: When selecting an email interaction, you can view the email transcript. Click **View full details** from the email transcript dialog to see the interaction details, the email thread, and the agent notes if available. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-email-transcript.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)
- **Web chat interaction**: When selecting a web chat interaction, you can view the chat transcript. Click **View full details** from the chat transcript dialog to see the interaction details, the chat transcript, and the agent notes if available. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-chat-transcript.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)
- **Contact Center interaction**: When selecting a voice interaction, you can see its waveform. Click **View full details** to view the interaction details, the transcription, and the agent notes if available. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/playback-voice-interaction.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D)

Click **Play**![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-play.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D) to start listening to the interaction. These additional audio controls are displayed:

Once the play back is complete, click the interaction to hide the waveform.
  - **Waveform**: Select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-show-waveform_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D) 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 ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-rewind_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D) to rewind the playback by 10 seconds.
  - **Pause**: Select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-pause_20x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D) to pause the playback.
  - **Forward**: Select ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-forward_17x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%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/icon-mute_19x18.png?sv=2026-02-06&spr=https&st=2026-11-03T21%3A51%3A28Z&se=2026-11-03T22%3A51%3A28Z&sr=c&sp=r&sig=6ah1nYb1Xe3T6iis%2FAcuAD8E050Wf6zJQHQ0qV%2BFtNk%3D) to mute or unmute the sound of the audio file during playback.
  - **Volume control**: Select the volume slider to adjust the volume.

Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents.

The brand new interface for 8x8 Contact Center agents to receive and process customer interactions.

Phone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue.

A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded.