Share interactions using media export

You can export the media for the interactions displayed to you in Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework.. The result of the export is a zip archive that contains the media.

Before you begin

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 Export without redaction cannot export interactions with a redaction status of In progress or Failed.
To export 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. media using Risk Management, you must have the role privilege to Export interaction media (decrypted). Predefined suite roles do not have permission to export media for multiple interactions.
To export interactions to a storage target:
- The 2021R1 - Export 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. Media using Storage Targets feature must be enabled on your system.
- You must have the role permission to View Storage Targets.

Procedure

Locate interactions using one of the following methods:
- Search for interactions
- Access a case or recycle bin (when the 2021R1 - Legal Hold feature is available)
- Access a folder (when the 2021R1 - Legal Hold feature is not available)

Set the scope of the export:
- To limit the interactions included (optional), use the Refine Results feature. Only interactions currently displayed are included.
  
  For N+N recording environments with Keep Duplicate Recording enabled: If you used Advanced Search to find both primary and secondary recordings, secondary recordings hidden beneath the primary recordings are not included. To include the secondary recordings, expand the primary row to show the secondary recordings.
- To limit the metadata included (optional), modify columns. Only metadata for columns currently displayed are included in the export.
On the right side of the page, open the workspace Area within an application window where the user interacts with the program. shortcut menu.
Select Export Interactions Media.
From the Export Interactions wizard, complete the required fields any any optional fields you need. The fields shown to you vary by your role permissions, as described in the following substeps:
1. Configure Content: Defines content settings used for the export, which includes:
  1. Media types to export
  2. Export name
  3. Zip password that secures the export
    
    Remember the password used to secure the export. If you cannot remember the password, there is no recovery method to extract the export results.
    
    If your user profile does not contain an email address, at least one CC Emails address is required to receive the export notification status message.
  4. Email notification addresses.
  5. Use of redaction for exported media.
  6. Use of audio morphing for exported media.
2. Configure Export Media: Defines the destination for exported media.
  - For users with permission to View Storage Targets, select a predefined storage target Destination. Optionally enter a valid storage Path on that destination.
    
    Your administrator defines storage targets in Enterprise Manager. If you have no targets available to you, contact The entire communication experience for a customer, from beginning to end. your administrator.
  - For users without permission to View Storage Targets, define the SFTP (Secure File Transfer Protocol) host destination for the export file. If you do not know the SFTP connection details, contact the person in your organization who manages FTP sites.
  After a successful export, you can retrieve the exported media from the specified destination.
To begin the export, click Export.
- If you defined an SFTP host destination, the system validates the remote connection details. Connection details include the SFTP host, port number, path on the host, username, and password. If validation fails, the export cannot proceed.
- You are shown the export request ID.
- The export is initiated on an Application Server. The server runs the export as a build job. The build job delivers the export to the destination you requested.
- You receive email notification with instructions on retrieving the export.
- Exported media are stored on the target destination using the following convention:
  
  <Export Name>_<Request ID>_<yyyymmddhhmmss>
  - Export Name is the identifier you provided in Step 4 of the wizard
  - Request ID is the unique, numeric identifier assigned by the system, which increments with each export
  - yyyymmdd corresponds to the year, month, and day when the export ran
  - hhmmss corresponds to the hour, minute, and second when the export ran.
  For example, JohnSmithExport_2049_20171016162208
After you have downloaded the export results from the host server:
1. Go to the location where you have downloaded the results and open ZipExtract.exe.
  
  A command window opens.
2. In the command window, enter the password provided during Step 4 of the wizard, and then press ENTER. You cannot proceed without the password you defined.
  - ZipExtract.exe creates an index Repository of transcribed interactions, which are used for analysis in Speech Analytics..html file you can use to view metadata and to access the exported media. index.html resides in the same location as ZipExtract.exe.
  - All media are placed in a subfolder named calls.
3. Open index.html in your web browser. From the page displayed, you can see:
  - A summary report of the export. The summary provides totals for the number of interactions requested for export, interactions that successfully exported, and interactions that failed to export.
  - A details report of the export. The report lists each interaction with its media, metadata, and export status.
  - Each audio WAV file is named using the Transaction ID. The Transaction ID is a system identifier that you can use to determine the recording segment used by the suite.
    
    You can search for interactions by Transaction ID using the Interactions area of Advanced Search.
  - Links to media, by content type. To open the media for an interaction, click the link in the Media column.