Send an interaction

You can send 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. and related interaction data by email, either as an attachment or as a link (URL). When sending as an attachment, you can send with or without redaction and morphing (depending on your assigned privileges).:

Attachment: Only audio and/or screen recordings (if available) can be sent as attachments. Video and share recordings cannot be sent as attachments. The attachments are sent in the following format:
- .wav (for audio recordings only)
- .scn (for screen recordings only if sending in compressed format)
- .avi (for audio and screen recordings sent together / for screen recordings only if sending uncompressed)
Link (URL): The link (URL) opens the interaction in the Interaction Review workspace Area within an application window where the user interacts with the program.. If the interaction includes screen, video, and/or share recordings, for the recipient to view the recordings they must have the relevant privileges to view screen and/or video recordings, and 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. preferences (under Preferences) must be set to display screen and/or video recordings.

You can email interactions to recipients with or without system access. For recipients without system access, you can send the interaction as an attachment only.

Before you begin

Verify that you have privileges to send an interaction.

Procedure

Access the interaction you want to send.
From the Player, click Send Interaction .
In the To box, type the email address of the recipient. To send to multiple recipients, type each email address, separated by a comma.
In the Subject box, enter the subject of the email.
Select to send the interaction either as a Link (URL) or as an Attachment.
Select the content to include in the email:
- For attachments only: Audio (if available)
- For attachments only: Screen (if available)
- Interaction Information (the information is embedded directly in the email)
  
  Speaker Separation data, if available for the interaction, is not included in the email message.
To send the interaction as an attachment, set the relevant encryption and compression options:
- In browsers with a plugin Player:
  - Select the relevant encryption options. You can only send an interaction as decrypted if you have the relevant privileges.
  - To send audio and/or screen recordings in uncompressed format, select Use standard encoding (video recordings are compressed by default). Select this option if the recipient's desktop does not have the Player installed.
- In browsers with a streaming Player:
  - To send the recordings in compressed format, select Send as compressed. Do not select this option if the recipient's desktop does not have the Player installed.
If multiple interactions exist for the contact The entire communication experience for a customer, from beginning to end., select one of the following options:
- Current Interaction: Sends only the selected interaction.
- Complete Contact: Sends all related interactions for the contact.
  
  An attachment is created for each of the interactions that form the contact.
Set redaction options for the sent media (Attachment only):

If redaction is configured, and you are assigned the Export 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., choose whether to redact sent media:
1. Redacted: Send the audio as configured.
2. Unredacted: Send the original media. Sending unredacted media is audited.
When sending an interaction using a link, the media is sent with redaction as configured.
Set morphing options for the sent audio (Attachment only):

If morphing is configured, and you are assigned the Export without morphing privilege, choose whether to morph sent audio:
1. As configured: Send 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: Send the original audio without morphing.
When sending an interaction using a link, the audio is sent with morphing as configured.
Click OK.