View my replay requests

After you submit one or more replay requests, use the Cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. or Folders feature of 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. to view the current status of your requests.

Before you begin

Request replay approval

Procedure

Do one of the following, depending on the the 2021R1 - Legal Hold feature availability:
- When the feature is available: Go to Risk Management. Under Analyze, select Cases.
- When the feature is not available: Go to Risk Management. Under Analyze, select Folders.

From the list of cases or folders shown, select My Requests. All interactions to which you have requested access display in the My Requests list.

If your role does not require replay approval, then you cannot access My Requests.
Review the status of each request. To identify the status of each 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., click the icon provided in the Replay Status column.

For example, if you are waiting for replay approval you can see the request date, when the request expires, number of approvals received, number of approvals required, names of approvers, and the request reason you provided.

If you cannot see the Replay Status column, add it. Click any column heading, select the arrow, and then select the column you want to add.
For locked interactions, you can resubmit a replay approval request:
1. Select one or more locked interactions in the list of interactions.
2. 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.
3. 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.
4. 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.
5. 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.