View Interactions

Recordings can include voice or digitalClosed Any non-voice channel such as chat, email, SMS, work item, and messaging channels channels, as well as screen recording.

From the Player, some of the actions you can take are:

Play Audio Recordings

During playback, you can see:

Screenshot of playback progress, duration, and after call work

You can view events during the call, such as:

  • When recording is temporarily stopped because a customer gives credit card information

  • When a category is identified, and if it is considered High Confidence (High Confidence is defined as 75%)

  • Segment sentiment (positive Screenshot of the positive sentiment icon, negative Screenshot of the negative sentiment icon, mixed Screenshot of the mixed sentiment icon, neutral Screenshot of the neutral sentiment icon).

Permissions are required to view sentiments and categories.

If there are multiple events in a short period of time, you can hover over Event Screenshot of the event icon to view the details.

View Digital Interactions

In a digitalClosed Any non-voice channel such as chat, email, SMS, work item, and messaging channels interaction that includes screen recording, you can switch between viewing both the screen recording and transcript, or just the screen recording. Click Actions Screenshot of the Actions button and select the required option.

When playing back a segment for a multi-segment interaction, you have an option to play back the full contact. Click Actions Screenshot of the Actions button and select Play contact. This option is available depending on the view assigned to you.

For email interactions, you can click Timeline Screenshot of the journey button to view the events.

Elevated Interactions

You can view all the segments and play back the entire contact in one player window. This lets you see the interaction journey and switch between different segments of the interaction.

You can also switch between viewing both the screen recording and transcript, or just the screen recording. In Player, click Actions Screenshot of the Actions button and select the required option.

When playback of one segment is completed, you need to manually switch to another segment to play back the recording.