Morphing

Depending on your organization's capture rulesconfiguration, during 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., morphing is applied to the agent and or customer audio channel to obscure the voice of the speaker.

For example, morphing can be applied to the agent's voice only, to remove bias when evaluating agents. Morphing can also be applied to both the agent and customer channel when sharing emergency response interactions to hide their identities.

Morphing is applied to interactions as follows:

When playing back a morphed 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.:
- If you have the Replay without morphing 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., you can play back interactions with the original audio.
- If you do not have the Replay without morphing privilege, and if morphing is configured for the interaction, you can play back the interaction with morphed audio only.
When downloading or sending an interaction as an attachment:
- If you have the Export without morphing privilege, you can select the morphing level to apply.
- If you do not have the Export without morphing privilege, and if morphing is configured for the interaction, you can download or send the interaction with morphed audio only.