Manage Interaction History

Publisher

Cisco

URL

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

Published

2026-08-06

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco copyright; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Interaction History shows records for the past 13 months and currently covers only voice recordings and transcripts. in context
• Permanently deleting a voice recording or transcript needs the Interactions View permission plus explicit delete permission, and requires choosing a deletion reason, which is audit-logged. in context
• Recordings can be downloaded from Interaction History in Control Hub when permissions allow, and download access is granted separately from play access. in context
• External administrators can view interactions in Interaction History but cannot play, download or delete recordings. in context
• Interaction History can be filtered by agent, site, queue, team, wrap-up code, interaction ID, ANI, DNIS, transfers and recording status. in context
• The Interactions View permission gives licensed administrators access to Interaction History, including audio playback and transcript viewing. in context
• Recordings are found in Control Hub under Services > Contact Center > Interaction History. in context
• Interaction History has a built-in media player with speed adjustment and seek controls for playing voice recordings. 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-b

BibTeX

@misc{warmtransfer-cisco-help-97823o-wxcc-interaction-history-b,
  title  = {Manage Interaction History},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-97823o-wxcc-interaction-history-b},
  note   = {Cisco, accessed 2026-09-30}
}