Request replay approval
If your role requires replay approval, to play an 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., you must request access. Your request is submitted for review by designated approvers. Interaction media remains unavailable to you until your request is approved.
Before you begin
Procedure
-
From the Search Results, identify the interactions you want to replay and that are currently locked for you.
You cannot submit a request for interactions pending approval or already approved.
-
To submit a replay request:
Select one or more locked interactions in the list of interactions.
Click the Request Replay icon
.You can also submit a request for a single interaction directly from the list. Click the locked icon provided in the Replay Status column and then click Request Replay.
From the Request Replay dialog box, provide an optional reason to explain why access is necessary. Use the reason to provide any supplementary information relevant for approval of the request.
If you select multiple interactions, the reason provided applies to all interactions.
To submit your request, click Request. The system sends a notification of the request by email to all approvers in your organization from whom approval is required.
To cancel your request and return to the search results, click Cancel.
Wait for email notification of approval or rejection of your request.
If you receive email notification of replay approval from all required approvers, you can replay the interaction or interactions.
If you receive email notification of replay rejection and believe it to be an error, submit a new request.
If the required approvers fail to approve your request after a system-defined interval, your request expires.
Requesting and approving interaction replay with replay approval