Manage Interaction History

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/97823o/Manage-Interaction-History

Published

2026-08-06

Updated

unknown

Accessed

2026-09-05

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The only recording action any source states is logged is manual deletion, with the actor, the time, the reason and any notes. in context
• Control Hub Interaction History displays records for the past 13 months. in context
• Interaction History is reached in Control Hub via Services > Contact Center > Interaction History. in context
• Deleting recordings and transcripts in Interaction History cannot be undone and does not remove the interaction history record, whose metadata remains. in context
• To permanently delete voice recordings and transcripts, a licensed administrator needs Interactions View permission plus explicit delete access in the user profile. in context
• The Interaction History article states that play and download permissions are managed independently, with a distinct Download Access permission granting download of recording files and transcripts. disputed in context
• External administrators can view interactions in Interaction History but cannot play, download or delete recordings and transcripts. in context
• To see an interaction in Interaction History a user needs access to all four of its associated resources (Team, Site, Queue and Entry Point); lacking any one hides the record. in context
• Interactions older than the 13-month Interaction History window remain retrievable through the Search API for up to 36 months. in context
• Interaction History presents a voice interaction as one complete record including its consults, transfers and conferences, with recordings and transcripts viewable together. in context
• Interaction History currently supports voice only; digital channels and screen recordings are described as future additions. in context
• A recording that one administrator can see and another cannot most likely reflects a missing Team, Site, Queue or Entry Point in the second user's resource access, or external-admin status, rather than a missing recording. inferred in context
• The audit statement covers manual deletion only; the article describes no logging of play, download, search, view or export, and the word manual excludes retention-driven expiry. in context
• Reading the deletion audit detail requires Control Hub audit-log permissions, which are not among the Interaction History permissions and are never named. in context
• The Interaction History article was created on 15 April 2026 and its only change log entry, dated 6 August 2026, records the addition of the deletion material. in context
• Interaction History includes all recording types across both skill-based and agent-based queues. in context
• Delete access in Interaction History depends on the interactions view permission, so the permission model is not independent across the board even though play and download are. in context
• Manual deletion of a voice recording or transcript is logged for auditing with 4 fields: who deleted it, when, the reason, and any notes provided. in context
• An administrator must choose a deletion reason before deleting, and must enter a note if the reason chosen is Other. in context
• Interaction History can be filtered by agent, site, queue, team, wrap-up code, interaction identifier, calling number, dialled number, transfers, and whether the interaction has a recording. in context
• Deleting a recording or transcript does not remove the interaction history record; the interaction identifier, start time, channel, queue, agent, duration and deletion status remain available. in context
• No permission named Play exists; playback is folded into the interactions view and gated by a user profile setting the article never names. in context
• An interaction is presented as one complete record covering the full lifecycle of a voice call, including consults, transfers and conferences within a single entry. in context
• Play and download permissions in Interaction History are managed independently. in context
• In Webex Contact Center's Interaction History, deleting an interaction requires the agent to also hold the permission to view interactions. in context
• The Interaction History player provides playback speed adjustment, fast-forward and rewind in the browser. in context
• Interaction History displays records for the past 13 months. in context
• Three different time horizons apply to this material and they are not the same kind of thing: a 13 month display window in Interaction History, a 36 month window through the search interface, and a tenant-configured retention period for the recordings themselves. in context
• Supervisor Desktop supports recording playback only, and downloads are available from Control Hub. in context

Cite this source record

APA

WarmTransfer. (2026, August 6). Manage Interaction History. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-97823o-wxcc-interaction-history

BibTeX

@misc{warmtransfer-cisco-help-97823o-wxcc-interaction-history,
  title  = {Manage Interaction History},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-97823o-wxcc-interaction-history},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-05}
}