Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Common IVR/ Querying Flow Transfer Records
Updated on 2023-10-12 GMT+08:00
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Querying Flow Transfer Records

Prerequisites

  • The following configuration has been completed for the self-service flow:

    The Transfer diagram element has been configured, Transfer Configuration has been set to Transfer To Third Party, and Recording has been selected.

  • The agent must:
    • Have the permission on the Process Transfer Record page.
    • Have the permissions to play recordings online and download recordings.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Customer Contact History > Process Transfer Record.

    By default, all flow transfer records of the current tenant are displayed in the list. The records are stored for 90 days by default.

  2. Select a flow transfer record and click Download or Play in the Recording File column to obtain the recording file.

    The downloaded recording file contains personal data. Exercise caution when processing the exported file to prevent personal data leakage and abuse.

Parent topic: Configuring Common IVR