Step 1: Click Interaction Log on your agent dashboard.
Step 2: The interaction log will give you an overview of all interactions. Every tile represents an interaction. Recordings can only be retrieved on tiles featuring the word REC on the top left-hand corner. When you click on a tile, a pop-up will appear.
Step 3: Click Retrieve Recording. You can now listen to the interaction between a contact and the agent. Click on the download icon to download the recording.