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In this article
Feedback?Interaction History provides a centralized dashboard in Webex Control Hub for searching, filtering, and reviewing customer interactions.
This feature consolidates interaction data, voice recordings, and transcripts, allowing administrators to manage communication records efficiently. Using this article can help administrators to manage interaction history such as voice recording from control hub. Administrators can use Interaction History to review interaction details, play voice recordings, view voice transcripts, download available files, and permanently delete eligible voice recordings and voice transcripts.
Key Capabilities
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Unified Interaction View: Interactions are presented as complete records. This includes the full lifecycle of a voice call, encompassing consults, transfers, and conferences within a single entry.
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Comprehensive Recording Coverage: Includes all recording types across both skill-based and agent-based queues.
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Granular Permissions: Play and download permissions are managed independently, allowing for precise access control based on user roles.
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Playback Controls: The interface includes built-in playback tools, allowing users to adjust playback speed, fast-forward, or rewind recordings directly within the browser.
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Advanced Filtering: Administrators can locate specific interactions using a variety of criteria, including agent, site, queue, team, and wrap-up codes, interaction ID, ANI, DNIS, transfers, and whether the interaction has a recording.
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Interaction Metrics: Each entry displays detailed interaction data, such as total interaction duration, wait time, and wrap-up time, providing visibility into the performance of contact center operations.
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Delete Voice Recordings and Transcripts: Authorized licensed administrators can permanently delete eligible voice recordings and voice transcripts from Control Hub. This delete functionality doesn't delete digital transcripts or digital interaction data.
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Deletion Reason and Audit Trail: Administrators must choose a deletion reason before deleting. If they choose Other, they must enter a note. Manual deletion actions are logged for auditing, including who deleted the recording, when it was deleted, the reason, and any notes provided. Viewing deletion audit details requires the appropriate Control Hub audit-log permissions.
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Deleted-State Visibility: Deleting recordings and transcripts doesn't remove the full interaction history record. Metadata such as interaction ID, start time, channel, queue, agent, duration, and deletion status remains available.
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Retention Data Availability: Interaction History displays records for the past 13 months. However, interactions remain retrievable via the Search API for up to 36 months, and recordings are accessible via captures API based on your organization's configured retention policy.
Access and Manage Interaction History
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Sign in to Control Hub. |
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Select . |
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From the Contact Center navigation pane, select Interaction History |
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Filter Results: Use the search bar and filter parameters (Date, Agent, Queue, etc.) to isolate specific interactions. |
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Search for Deleted Resources: If you need to find interactions associated with
deleted agents, sites, teams, queues, or wrap-up codes, click "Search for deleted..." at
the bottom of the respective filter dropdown. |
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Review Details: Click on an interaction record to view the "Interaction Data" pane. This provides a breakdown of time metrics, participants, and the interaction status. |
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Playback and Download: Use the integrated media player to listen to recordings and view voice transcripts. If permissions allow, use the download icon to save the recording file and transcript to a local device. |
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If permissions allow, choose Delete recordings and transcripts to permanently delete eligible voice recordings and voice transcripts. |
Permission and Access
Access to Interaction History is controlled through user profile permissions, allowing for granular control over sensitive data:
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Resource Visibility: The interactions you see are determined by the sites, teams, queues, and entry points defined in your assigned Resource Collection. To view an interaction, you must have access to the specific resources (Team, Site, Queue, and Entry Point) tied to that interaction. Access is verified across all four categories; if you lack access to any one of these resources associated with an interaction, the record will not be visible to you.
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Interactions View: Grants licensed administrators access to Interaction History, including the ability to play audio recordings and view voice transcripts when allowed by the user profile.
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Download Access: Grants the ability to download recording files and transcripts to a local device. Play and download permissions are managed independently. Downloads are available from Control Hub only; Supervisor Desktop supports playback only.
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Delete Access: To permanently delete voice recordings and voice transcripts, a licensed administrator must first have Interactions View permission in the user profile. The administrator must then have explicit access to permanently delete audio recordings and transcripts.
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External Admin Access: External administrators can view interactions but can't play, download, or delete recordings and transcripts.
Interaction History currently supports voice recordings and transcripts. Future updates will expand this functionality to include digital channels, screen recordings, and AI-agent interaction data.
