Add an annotation
You can focus on specific areas of interest in 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. by adding 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. to these areas. Using annotations, you can locate these areas easily at a later stage for further handling. Annotations are typically added to interactions while playing them back, but they can also be added without 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..
Events cannot be manually added to the system.
Before you begin
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To add a private annotation: Verify that in the User Management Module that an administrator uses to create a profile for each employee in their organization. application you have the 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 edit private annotations.
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To add a public annotation: Verify that in the User Management application you have the privilege to add public annotations.
Procedure
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From the search results, double-click the interaction you want to work with.
You can optionally play back the interaction.
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From the Tags area, click
.Alternatively, point to 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. and click
.If you are playing back the interaction, the Time field displays the annotation offset from the start of the interaction, otherwise it displays 00:00. In addition, the playback stops.
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Enter the required information as follows:
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If required, type a new offset to which you want to add the annotation
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Type a name for the annotation
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Select a type for the annotation: Private or Public
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In the content, type a textual annotation
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To add a URL, select your text and click
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Click OK.
If you add more than one annotation to the same time on the waveform, the Player will only display one annotation.