Download an interaction

You can download 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.'s audio and screen recordings (if it exists) with or without encryption, and with or without redaction and morphing (depending on your assigned privileges).

Video recordings cannot be downloaded.

The downloaded recordings are saved in the relevant file format:

.wav (for audio recordings only)
.scn (for screen recordings only if downloaded in compressed format)
.avi (for audio and screen recordings downloaded together/for screen recordings only if downloaded uncompressed)

If your system uses a Citrix 7.x receiver, you can only play back downloaded recordings if they are downloaded to your local drive. Recordings that are downloaded to the receiver's network drive cannot be played back.

Before you begin

Verify that you have the relevant privileges to download interactions.
If your browser uses streaming playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen., you must have the 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 download decrypted interactions.

Procedure

Access the interaction you want to download.
From the Player, click Download Interaction .
From the Download Interaction window, select the relevant recordings to download:
- Audio (if available)
- Screens (if available)
Set encryption and compression options:
- In browsers with a plugin 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.:
  - To download audio and/or screen recordings as decrypted, select Download as decrypted. You can only download as decrypted if you have the relevant privileges.
  - To download audio and/or screen recordings in uncompressed format, select Use standard encoding. Select this option if the interaction will be played back on a desktop that does not have the Player installed.
- In browsers with a streaming Player:
  - To download the recordings in compressed format, select Download as compressed. Do not select this option if the interaction will be played back on a desktop that does not have the Player installed.
Set redaction options:

If redaction is configured, and you are assigned the Export without redaction privilege, choose whether to redact downloaded media:
1. Redacted: Download the media as configured.
2. Unredacted: Download the original media. Downloading unredacted media is audited.
Set morphing options:

If morphing is configured, and you are assigned the Export without morphing privilege, choose whether to morph downloaded audio:
1. As configured: Download the audio as configured.
2. Agent and customer: Apply morphing to employee and customer channels.
3. Agent only: Apply morphing to the employee channel only.
4. Not morphed: Download the original audio without morphing.
Click OK.