Player toolbar

Player toolbar

The Player toolbar options allow you to select and play different interactions for the same contact The entire communication experience for a customer, from beginning to end.. You can view employee and 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. information for the selected interaction. The action buttons on the right side of the toolbar allow you to perform different actions such as flag points of interest using annotations Textual comments appended to an interaction that may optionally include links to external resources, such as an external server maintained by the customer. Users can define and add an annotation to an interaction during playback. and download an interaction for offline analysis.

The available Player toolbar options are based on your user privileges.

To view the action buttons, point to the area on the upper right of the Player.

Interaction and employee information

Icon	Name	Used for
	Interactions list	Select and play a specific interaction for the same contact. This option is available in the Interaction workspace Area within an application window where the user interacts with the program..
	Employee	View employee details, including picture (if available), name, organization, KPI data, assigned eLearning Product that provides hard and soft skills training, applicable for the entire employee life cycle (before, during, and after the hiring process), and includes training assessment and design tools., and Coaching Application that provides a method of directing, instructing and training a person or group of people, with the aim of achieving a set goal or developing specific skills. sessions.
	Interaction data	View interaction and contact information. Interaction information includes start time, end time, ANI, DNIS, and total hold time.
	Encryption icon	Indicates that the interaction is encrypted.
	Approved Locked Pending	If you require replay approval, the replay status for the interaction is displayed. If the status is Approved, the interaction can be played back. If the status is Locked or Pending, 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. is disabled, and you cannot play back the interaction. To display the replay status details in a popup window, click the icon.
	Request Replay icon	If you require replay approval, click this icon to request replay approval for the selected interaction. The icon appears if you have not yet requested replay approval, if the request expired, or if a previous request is expired or denied.
	Redacted interaction	Indicates that the interaction is redacted. The recording, transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text., video, share, and screen are redacted. If you have the Replay without redaction 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 back the unredacted interaction, click the Redacted Interaction icon and select Original interaction . After selecting a different interaction, the setting returns to the default of redacted 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..
	Redaction failed	Redaction of personally identifiable information failed. If you have the Replay without redaction privilege, you can still play back the unredacted interaction. If you don't have the privilege, the Player controls are disabled, and the content in the Screen, Video, Share, and Transcription tabs is hidden.
	Pending redaction	Redaction of personally identifiable information is pending. If you have the Replay without redaction privilege, you can still play back the unredacted interaction. If you do not have the privilege, the Player controls are disabled, and the content in the Screen, Video, Share, and Transcription tabs is hidden.
	Morphed audio	Audio is morphed to prevent identification. If you have the Replay without morphing privilege, to play back the interaction with unmorphed audio, click the Morphed audio icon and select Original audio . After selecting a different interaction, the setting returns to the default of morphed audio.
(no icon)	Extension allocated/ Extension not allocated	Displays the extension allocated for the interaction. If no extension is allocated, Extension not allocated is displayed. (Only relevant in systems configured with the Telephony Playback Server)

Action buttons

Icon	Name	Used for
	Annotations	Add one or more annotations to the interaction at specific points on the waveform to flag points of interest. You can then easily locate the parts of the interaction of interest to you. Note: If you add more than one annotation to the same time on the waveform, the Player only displays one annotation.
	Remark	Add a remark (comment) to the interaction. You can then use the comment as a search criteria to find interactions.
	Download Interaction	Download the audio and screen recording (if it exists) of the selected interaction to your computer for offline analysis. Download Interaction is not available for text interactions.
	Send Interaction	Send the audio and/or screen recording (if it exists), and related interaction data by email, either as a link (URL) or as an attachment. Send Interaction is not available for text interactions.
	Go to Interaction	Open the interaction in the Interaction Review workspace for detailed review and analysis. In addition to the Player, depending on your licenses and user privileges, the Interaction Review workspace can include the Evaluation/Assessment, Transcription, Screen, Video, Share, Text, and Tags tabs.
	New Window	Detach the Player to play back interactions in a separate window while performing other tasks in the portal Home page or main UI access point for all WFO applications.. You can move the new window to any part of the screen, and resize it. The detached Player has all the same features as the Player in the portal, except for the Tags and Transcription tabs which are only available in the portal. After detaching the Player, you can play back interactions in the portal or in the detached Player. When you detach the Player, the currently selected interaction is loaded in the detached Player and the playback location is automatically synchronized with the Player in the portal. If you select a different interaction, the interaction is loaded in both Players. If you select a tag in the Tags tab or a phrase or 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. in the Transcription tab, the playback location in the detached Player is automatically updated. To close the detached Player, click New Window in the portal, or close the detached Player window.
/	Minimize/Maximize	Switch between minimized and maximized views. Minimize the Player to allow more space for other widgets. When minimized, the Player displays only the audio progress bar. Maximize the Player to view and display all options, including layered information from other workspaces.
	Options	Show or hide information received from different workspaces related to the interaction.
	Categories	View the list of speech categories associated with the interaction. This is only applicable if your system 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.. By default, all categories are shown; you can show or hide specific categories. If the interaction is tagged in more than one Speech project, you can select a different project to view the relevant categories for that project.

Related topics

Play an interaction

Speech Analytics data

Desktop Process Analytics data