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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.
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.
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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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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. Note: This functionality is available only to users with "All Resources" access in their profile. |
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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. If permissions allow, use the download icon to save the recording file to a local device. |
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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Play Access: Grants the ability to play recordings directly from the Control Hub or supervisor desktop interface.
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Download Access: Grants the ability to download recording files to a local device. Play and download permissions are managed independently. Download functionality is currently available exclusively within the Webex Control Hub.
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External Admin Access: External administrators are restricted to viewing interaction metadata and are not permitted to play or download recordings.
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.
