Interaction replay actions

From the Interaction Replay page, you can perform different actions related to 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. replay. Only features for which you are licensed and to which your administrator has granted you access display.

Task	Where	Description
Review captured screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule.	Screen tab of Interaction Review	View the screen activity that occurred on the employee screen during the interaction.
Review captured video	Video tab of Interaction Review	View a video recording of the employee and customer side of the interaction.
Review screen share	Share tab of Interaction Review	View the recording of a screen share during an interaction.
Review an AI-generated summary	AI Summary tab of Interaction Review	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.
Replay without morphing or redaction	Playback controls	When replaying an interaction with the appropriate role privileges, you can select Replay without morphing or Replay without redaction.
Request replay approval	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. toolbar	If your role requires replay approval, to play an interaction, you must request access. Interaction media remains unavailable to you until your request is approved.
Preview text conversations	Text preview tab of Interaction Review	Preview the text conversations in dialog format. For example, display messages according to speaker type, or highlight specific text elements.
Add interactions to a case	Search results	Add one or more interactions to an existing case or to a case that you can create.
Manage tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events.	Tags tab of Interaction Review	View tags appended to the interaction and manually add annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. at different points of interest.
Analyze voice biometric events	Tags tab of Interaction Review	Analyze the results of voice biometric activity, such as target Detection, customer verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified., and employee verification.
Review Audio Quality Statistics (AQS) events	Tags tab of Interaction Review	Review events that identify the audio quality of recorded interactions. Audio quality can potentially be used to isolate issues in the recording system Process of capturing an employee-customer interaction for playback, screen and dialer-based interactions, and evaluation purposes., network, or associated communications system.
Review archive status	Archive status tab of Interaction Review	See details about the interaction in the Archive system. You can see why the interaction was archived, the interaction media that were archived, the expiration date for archived files, and the Archive drive status.
Review Real-Time Speech Analytics Product that analyzes ongoing changes in customer behavior through spoken interactions with the customer, and drives effective organizational changes needed to address challenging market conditions.	Transcription tab of Interaction review	Analyze the results of Real-Time Speech Analytics activity, which identifies words or phrases spoken during the interaction.