The Interaction history page in 8x8 Agent Workspace is a powerful enhancement designed to streamline your workflow by providing quick access to all your recorded interactions from a single, centralized location. By default, the page shows today's recorded interactions. Use the filters to view interactions from a different date range.
From this page, if the admin granted you permission, you can access your recorded 8x8 Contact Center interactions such as:
Inbound voice interactions
Outbound voice interactions
Voicemails
Email interactions
Chat interactions
Notes:
- Currently, outbound emails and SMS messages are not included on the Interaction history page.
- Only emails with replies to customers are displayed on the Interaction history page.
To access the Interaction history page, click Show menu 
> Interaction history. A new page displays in the Display Panel section of 8x8 Agent Workspace.
Interaction history details
The Interaction history page displays important details about each recorded interaction, such as:
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.
Note:
Click the Remove sorting toggle switch from the upper right corner of the page to enable or disable the sorting capability for the Date/Time column.
Media Type: It indicates the type of the recorded interaction, such as inbound call, outbound call, email, web chat, or voicemail.
Duration: It indicates the duration of an interaction.
Customer: It indicates the customer’s name or phone number associated with an interaction.
Channel: It indicates the channel the interaction came through.
Queue: It indicates the queue the interaction came through.
Transaction ID: It indicates the 8x8 Contact Center interaction number.
Size: It indicates the size in kilobytes (KB) for the recorded interaction.
Filter interactions
You can filter recorded interactions on the Interaction history page by clicking +Add filter from the top of the page. A list of filter options is displayed. You can search or select a filter criteria from the available list. The applied filter is displayed at the top of the page, and the page is populated with a customized view of your interactions based on your filter criteria.
To delete a filter:
Click Clear all to delete all filters.
-OR-Click the relevant filter from the top of the page to delete it. The filter options display.
Click Delete filter from the bottom left of the dropdown.
View interaction details
Additional information is available for each interaction displayed on the Interaction history page. Click an interaction to view the interaction details. The data displayed depends on the interaction media type. After accessing an interaction, use the buttons at the top to navigate to the next or previous interactions, or go back to the Interaction history page.
Notes:
- You can view only your own interactions in the Interaction history page.
- Access to Interaction history recordings and transcriptions is based on permissions assigned by your admin. If you cannot access the page, view transcriptions, or play interactions, the required permissions may not have been granted by your admin.
- Archived recordings and recordings stored in cold storage are not accessible.
Voice interactions display the following data:
Interaction details: Click the arrow
to view the transaction ID, the duration of the interaction, and other relevant details related to the interaction.Agent details: Click the arrow to view the agent name, phone number, site, and extension. This section will display your name as you can only access your interactions from this page.
Customer details: Click the arrow to view the customer's name or phone number.
Transcriptions: View the transcription of the interaction.
Recording waveform: Click Play
to listen to the audio recording of the interaction. Use the following controls displayed under the audio recording:Waveform: Select
to hide or show the waveform of the audio file.Rewind: Select
to rewind the playback by 10 seconds.Pause: Select
to pause the playback.Forward: Select
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.
Mute/Unmute: Select
to mute or unmute the sound of the audio file during playback.Volume control: Select the volume slider to adjust the volume.
Email interactions display the following data:
Interaction details: Click the arrow
to view the transaction ID, the duration of the interaction, and other relevant details related to the interaction.Agent details: Click the arrow to view the agent name, phone number, site, and extension. This section will display your name as you can only access your interactions from this page.
Customer details: Click the arrow to view the customer's name or phone number.
Email thread: Displays your email exchanges with the customer.
Note:
Only emails with replies to customers are displayed on the Interaction history page. Individual outbound emails are not listed separately.
Chat interactions display the following data:
Interaction details: Click the arrow
to view the transaction ID, the duration of the interaction, and other relevant details related to the interaction.Agent details: Click the arrow to view the agent name, phone number, site, and extension. This section will display your name as you can only access your interactions from this page.
Customer details: Click the arrow to view the customer's name or phone number.
Chat transcript: Displays the chat transcript along with the language used by the customer and the agent, the customer name, and the customer email address.