Work with the Player

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.. You can also add 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 remarks, download an interaction for offline analysis, or send the interaction to an internal or external recipient.

For information on how to add remarks and annotations to an interaction, refer to the 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. User Guide.

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