Recent Interactions Button

You must have the default Administrator, Supervisor or Agent role or a custom role that includes the VIEW_PLAYBACK_CALLS permission to use the Recordings > Playback > Recent Interactions button.

Recordings Window

The first window every user views upon accessing Quality Management is the Playback > Recordings window, which automatically displays the most current recorded interactions in chronological order..

When searching or filtering interactions in the Playback tab, the Playback tab window content changes to fit the search or filter criteria. Users may not always see the most recent interactions listed in the Playback tab. Always check the Playback window title bar to determine what is being displayed.

Recent Interactions Window

During a series of searches, the Playback tab will display the results of the searches. To see the new, most recent list of interactions that have occurred while searching or playback was in progress, use the Recent Interactions button.

Be aware that using the Recent Interactions button sorts the list of recent interactions shown by date and Start Time with the most recent appearing at the top of the list. If a time zone change occurs, the Recent Interactions result list may not appear in Start Time chronological order.

Recent Interactions Button

Clicking the Recent Interactions button will clear all search and filter parameters and return the Playback tab to its default display state while showing the Recent Interactions window with a list of the most recent interaction records appearing in Start Time order, the most recent on top of the list.

To cancel a Recent Interactions request, click the Cancel button in the Please Wait window.

The number of recent calls listed in the user's Recent Interactions window is determined by the No of Records value in the top right corner. The default setting is the most recent 1,000 calls and each user can set the value they prefer from 1-10,000.