Replay an interaction
You can replay a captured 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. (and its associated recordings, if available), enabling you to start, pause, stop, mute, and adjust the volume of the interaction. You can also move the playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen. position to specific areas in the interaction without listening to the entire interaction.
Before you begin
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Users without the role privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to Replay without redaction cannot replay interactions with a redaction status of In progress or Failed.
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If you require replay approval, before you can play an interaction you must submit a replay request and receive replay approval for the specific interaction. If you do not have replay approval (your replay request is denied or pending) or you did not request replay approval), all Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. controls and the associated Screen, Video, Share, Text, Collections, and Transcription tabs are not available.
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More advanced options are available such as viewing speaker separation Method used in Speech Analytics of segmenting and labeling speaker information in the audio of a recorded interaction., tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events., and annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. and speech callouts.
Procedure
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From the search results set or a case, double-click the item you want to access or click the start time.
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You can perform different actions on the interaction, including:
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Replay: Review a captured interaction (and its associated media, if available) using the Player. To start replay, select play
. To learn more about replaying an interaction, see the Player documentation.-
If a screen recording is available, select the Screen tab. You can view the activities that occurred on the screen of the employee during the interaction.
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If a video recording is available, click the Video tab to view a video recording of the employee and customer side of the interaction. For an interaction with multiple participants, you can view the video recordings of each participant in a grid format.
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If a screen share recording is available, click the Share tab to view the recording of a screen share during an interaction with multiple participants. Recorded media for screen, video, and share display along with the audio.
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Customers licensed for Da Vinci Speech Transcription can click the Summary tab to view an AI-generated summary of the interaction. The summary includes the main points brought up by the customer and employee.
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Users with the permission to Replay without morphing can choose whether to hear morphed audio or the original voice. However, if your role permissions require morphing during replay, you cannot hear the original voice for one or both channels of audio as defined by the data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. or rule that captured the interaction.
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Users with the permission to Replay without redaction can choose whether to hear and see redacted media. However, if your role permissions require redaction during replay, you cannot see personally identifiable information found in the interaction, as defined by the data source or rule that captured the interaction.
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Preview text interactions: Preview the text conversations in dialog format, for example, display messages according to speaker type, or highlight specific text elements.
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Add to cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.: Add interactions to an existing case.
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Create and add to cases: Add interactions to a new case that you create.
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Manage tags: View tags appended to the interaction and manually add annotations at different points of interest.
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Review voice biometrics: Analyze the results of voice biometric activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule., such as target Detection, customer verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified., and employee verification.
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Review Real-Time 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.: Analyze the results of Real-Time Speech Analytics activity, which identifies works or phrases spoken during the interaction.
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