Play an interaction
You can play interactions and view employee information and specific data about 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..
When playing an interaction, use the 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. controls to play, stop, and pause the interaction and adjust the interaction’s volume and speed.
Before you begin
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Verify that you have privileges to play audio/screen/video recordings.
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To play multiple interactions of the same contact The entire communication experience for a customer, from beginning to end. consecutively, set the Player preferences accordingly.
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Procedure
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From the Search results, select an interaction.
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To play a specific interaction for the same contact, in the 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. select one of the interactions from the list
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If morphing is configured, and you have the Replay without morphing 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 play the interaction with unmorphed audio, click the Morphed button
and select Original audio. -
If redaction is configured, and you have the Replay without redaction privilege, to play the interaction unredacted, click the Redacted button
and select Original interaction. Playback of unredacted media is audited. -
Use the playback controls to play, stop, and pause the interaction, and adjust the volume and speed of the interaction as needed.
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To play only part of the interaction or skip over parts of the interaction, click the specific part of the waveform you want to play.