A check box is provided in the column header for every 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. row. Select one or more interactions to perform operations on multiple interactions.

Column header check box

• To select all interactions , click the check box.

• To cancel selection of all interactions, clear the check box.

For example, if 500 interactions are displayed then selecting the header selects or cancels the selection of all 500 interactions.

Row check box

• To select or cancel the selection for an interaction, click the check box. You can also select an interaction by clicking anywhere in a row. Selections for any other interactions already selected are canceled.

• To select consecutive rows, press SHIFT while clicking the first and last rows you want to select.

• To select non-consecutive interactions, press CTRL while clicking the rows you want to select.

Available only when the 2021R1 - Legal Hold feature is enabled.

Clicking opens the Interaction Data window, displaying information on the interaction and its related contact The entire communication experience for a customer, from beginning to end. (available also in the 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.).

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.-related data display in the Interaction Data window are also available in the search Results Set (and appear in this table).

Systems with the Enterprise Cradle-To-Grave feature enabled can have most of the contact information empty for up to three hours from the start time of the first interaction of a contact.

The automatic number identification (ANI) or Caller ID associated to the first recorded interaction of a contact. ANI is derived from CTI and is specific to the switch and call scenario.

The dialed number identification service (DNIS) associated to the first recorded interaction of a contact. DNIS identifies the number that the caller dialed, useful in enterprises where calls to multiple numbers can be directed.

Duration of the interaction in hh:mm:ss format.

The extension number of the employee who participated on the interaction.

For Trading environments, see the related topics section to learn how the extension is derived.

Icons identify the type of interaction recorded:

• Desktop

• Email

• External

• Face to Face

• Feedback

• Instant messaging

• Phone call

• Radio Group Call (if licensed for Public Safety)

• Radio SMS (if licensed for Public Safety)

• Real time monitoring

• Social media

• Text

• Trading intercom

• Trading shout

• Trading speaker

Icons identify the type of media recorded. If media have been recorded, an interaction uses one or more of the following icons to represent the recorded media types:

• Attachment

• Audio

• Screen share

• Screen

• Text

• Video

About media types

An empty column displays if the interaction has only metadata (no media with recording).

One of the following icons is shown:

•  Locked

  • Your replay request was rejected, which includes the optional rejection reason

  • Your request expired, either with or without approval
    

• Pending replay request and awaiting approval by all approvers in your organization

• Approved for replay

Click the status icon to view more details about the replay request. You can see:

• Request status (approved, pending, expired, or rejected)

For approved requests:

• The date and time of the approval

• How much time remains before the approval expires, after which you can no longer access interaction media

For pending requests:

• Date and time of the original request

• How many days, hours, and minutes remain before expiration, after which you must submit a new request if not yet approved by all approvers

• Number of approvers who have approved the request, their names, and the total number of approvers required before replay can occur

• Reason for replaying the interaction submitted with the original request, if provided

For rejected requests:

• Date and time of the rejection

• Approver who rejected the request

• Rejection reason, if provided

• Click the icon to resubmit a replay approval request

For pending and approved requests, the date and time when the replay request expires. After expiration, you must submit a new request for approval.

Your name, as defined in User Management Module that an administrator uses to create a profile for each employee in their organization..

Start date and time for recorded content (audio or screen) in the local time Time axis in the system that refers to the time on the clock in the location where the operation occurred. zone. You define the time zone to use in your suite Preferences.