Drill to All KPI Interactions from KPI View
Use the All KPI Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. 
control in KPI View on the Performance page to drill to your interactions. This will bring up all of your relevant interactions in the selected time range for this specific KPI. For example, a KPI that measures the percentage of hits on “Escalated Interactions” in Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions. will bring up all of your interactions in the selected time period that were tagged with “Escalated Interactions” by Speech Analytics. You must have View Quality Monitoring Interactions privileges for the All KPI Interactions icon to display.
Procedure
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Click the All KPI Interactions
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On the Interactions page, select the interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. you would like to play back, and click Playback.
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When you are finished viewing this page, close the Interactions page to return to the Performance page.