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.

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. associated with a video or screen share appear with the relevant icons and corresponding tabs appear in the user interface.

If you are licensed for transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text., and a transcription is available, click the AI Summary tab to view an AI-generated summary of the interaction. The summary includes the main points brought up by the customer and employee.

Before you begin

Request Replay approval, if required, so that you can replay interactions and use the associated Screen, Video, Share, Text, Collections, and AI Summary tabs.

Procedure

To review a captured interaction (and its associated media, if available), do one of the following from the search results or a case:
- Double-click the interaction
- Click the start time