Information layers on waveform
Depending on your system configuration, on the waveform you can display information from other applications related to 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.. For example, if the Player is integrated with 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., you can show speech callouts and emotions on the waveform.
You can show or hide these layers of information, as required. Your selections are saved between 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. sessions.
To display layers 
, make sure that the Player is maximized.
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Icon |
Layer |
Description |
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Wave |
Shows the linear color-coded amplitude, representing voice energy levels of the employee and the customer. |
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Speech |
Shows callouts of terms associated with regular speech categories. The callouts point to where the terms were spoken during the interaction. Callouts are not displayed for real-time categories. The Speech layer is available only if the Player is integrated with Speech Analytics, and when Wave is selected. |
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Annotations |
Shows comments that were manually added at specific times during the interaction. To view information about each annotation, point to the displayed annotation on the waveform, and in the info window, click the Previous and Next arrows to move between annotations. |
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Events |
Shows system events automatically appended to the interaction during recording, for example, CTI, external API, Real-time Speech Analytics, and Voice Biometric events. To view information about each event, point to the displayed event on the waveform, and in the info window, click the Previous and Next arrows to move between annotations/events. |
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Emotions |
Shows marks on the progress bar when the customer expressed an emotion during the interaction. For example, click the marking to jump directly to the part of the interaction in which the customer expressed dissatisfaction. |
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Applications |
Shows applications active during recording. This layer is available only if the Player is integrated with Desktop and Process Analytics (DPA) Product in the system that captures events and data from employee desktops and makes them actionable.. Keyboard or mouse inactivity during a recorded interaction is indicated as Idle or Inactive with a gray background. |
