Finding playing and deleting a Webex Contact Center recording

Verified 2026-09-05 · 27 claims · sources tier 2

Also known as Deletion Reason, Interaction History, Unified Interaction View.

In Webex Contact Center, Interaction History displays records for the past 13 months and includes all recording types across both skill-based and agent-based queues 24​13. Within Interaction History, play and download permissions are managed independently, while manual deletion of recordings is tracked with structured audit logging 21​15.

Finding recordings

Interaction History displays records for the past 13 months 24. Records 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 17. These records cover all recording types across both skill-based and agent-based queues 13.

An interaction appears as 1 complete record covering the full lifecycle of a voice call, including consults, transfers, and conferences within a single entry 20. However, after a transfer, only the destination agent sees the interaction in their interaction history, and it displays the start time of the original interaction 7.

Three different time horizons apply to this material: 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 25.

Playing recordings

Playback controls in the Interaction History browser player provide fast-forward, rewind, and playback speed adjustment 23.

Play and download permissions are managed independently in Interaction History 21. However, no permission named Play exists; playback is folded into the interactions view and gated by a user profile setting that the documentation does not name 19.

Although the recording documentation names the Webex App recordings article as the place to view a transcript and an AI-generated summary, that article contains the strings "transcript" and "summar" 0 times 8.

Deleting recordings and audit logging

In Webex Contact Center's Interaction History, deleting an interaction requires the agent to also hold the permission to view interactions, meaning delete access depends on the interactions view permission even though play and download are independent 22​14.

Before deleting a recording, an administrator must choose a deletion reason, and entering a note is mandatory if the chosen reason is Other 16. Manual deletion of a voice recording or transcript is logged for auditing with 4 fields:

• Who deleted it 15
• When it was deleted 15
• The reason 15
• Any notes provided 15

This audit statement covers manual deletion only; the documentation describes no logging of play, download, search, view, or export, and the term manual excludes retention-driven expiry 10. Reading the deletion audit detail requires Control Hub audit-log permissions that are not part of the Interaction History permissions and are never named 11. 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 12.

Deleting a recording or transcript does not remove the interaction history record itself 18. The interaction identifier, start time, channel, queue, agent, duration, and deletion status remain available 18.

In contrast, a user in the Webex App deletes a call recording by swiping left, with no reason, no note, and no audit statement 9.

See also

See also Webex Contact Center recording and contact data retention. See also Agent and supervisor recording controls in Webex Contact Center. See also What a transferred call leaves behind across Cisco products. See also What the Control Hub administrator activity log records.

Applicability

Across the claims in this article, the evidence covers Cisco Webex Contact Center and Cisco Webex Calling, verified as of 2026-09-05. The deployment model is not covered by any claim in this article.

What remains uncertain

The specific user profile setting that decides whether a user can play a recording is not covered by any claim in this article. Which Control Hub audit-log permission allows an administrator to read a deletion audit entry is not covered by any claim in this article. Whether retention-driven deletion is recorded anywhere is not covered by any claim in this article. Whether overflow-destination recordings appear in Interaction History is not covered by any claim in this article.

WarmTransfer. (2026, September 5). Finding playing and deleting a Webex Contact Center recording. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-recording-management

@misc{warmtransfer-wxcc-recording-management,
  title  = {Finding playing and deleting a Webex Contact Center recording},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-recording-management},
  note   = {Verified 2026-09-05}
}