Text preview description

The Text preview panel always displays the 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. header with the start and end times, and the duration of the interaction. The date and time is in the time zone of the incoming interaction. The preview of the messages in the interaction is based on the view options selected.

In 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. and 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 HTML5 content such as GIFs, images, Emojis, and actionable links are displayed in the Text preview tab.

In the Text preview panel, email interactions with multiple threads are displayed differently depending on the workspace Area within an application window where the user interacts with the program.. In Text Analytics, all interactions belonging to the same thread are displayed as a single contact The entire communication experience for a customer, from beginning to end. even though each interaction may be associated with several employees. In Interactions, for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. purposes, the Text preview panel displays each email as a separate interaction according to the employee associated with the email.

The View Options and actions available depend on the products in the licensed configuration, and are indicated accordingly where relevant.

Text preview option / display	Description	Menu option
Messages by speaker	When Speaker Separation is available, show only employee, or only customer messages. Employee messages include robot messages.	Both (Default) Employee Customer
Summary view	Available only in Text Analytics. The default, shows only snippets from messages that include current search elements. If the search elements are selected for display through the view options, they are highlighted in blue. Otherwise, they are displayed as plain text. If the snippet includes other types of text elements and sentiment selected for display through the view options, these text elements are also shown. You can: Expand snippet to show full message: Expand a snippet of interest to show the entire message by clicking on the upper-right corner of the snippet. The specific message is tagged for visual identification. Return to bookmarked message: While scrolling through the messages in full view mode, easily identify and return to the bookmarked message. Restore summary view: While in full view, return to summary view by clicking on the upper-right corner of any message that includes search terms.	Summary View
Full view	Available only in Text Analytics. An alternative to the summary view, shows the full text of the messages in the interaction.	Full View
	Available only in Text Analytics. Navigate (Next and Previous buttons) between elements in the current search that are included in the interaction. The counter shows the total number of search elements found in the interaction.	Current Search
	Available only in Text Analytics. Indicates the elements in the current search, that also appear in the interaction. These elements can include content types such as topics, relations Two terms found in close proximity to each other in one interaction, used in Speech and Text Analytics., and key terms. Pointing to the highlighted term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics. shows the tooltip. Every search element is prefixed with the icon to identify it as a search term. In addition, if the element is also a topic, relation, or a key term, it is prefixed with the corresponding icon.	Current Search
	Available only in the AQM Automated Answer Rule page. Indicates the terms or phrases that match an automated question's rule in an evaluation form. The highlights help you understand according to which terms or phrases the automated question is answered.
black underline	Available only in Text Analytics. Indicates topics (), relations (), and key terms (), that the Analytics Engine considers significant in the context of the current search, though they are not part of the search criteria.	Text Elements
	Available only in Text Analytics. The sentiment associated with the message. indicates messages with no sentiment. indicates messages with neutral sentiment. Within the message, terms or phrases expressing sentiment or emotion are underlined in the color that corresponds to the sentiment or emotion.	Sentiment
Download attachments	Available only in Interactions and Risk Management. View and download attachments.	Download all
Original View	Available only in Interactions and Risk Management. View interaction in its original styling, such as the source font and colors.	Original View
Standard View	Available only in Interactions and Risk Management. View interaction in system style and colors.	Standard View