Add a remark to an interaction

You can add a single remark (comment) to 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., or edit an existing one. The remark can then be used for searching the interaction (or its related evaluations/assessments).

Once a remark is added to an interaction, any user who can access the interaction can view it. The remark displays the name of the user that added or last edited it and the date and time it was added/edited.

Before you begin 

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 a remark.

Procedure 

1. From the search results, select the interaction to which you want to add a remark to (or double-click the interaction to access it).

2. 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 .

3. Add or edit the remark.

4. Click Save.

Related topics 

Play an interaction