View contact and interaction information

You can view information on 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 its related contact The entire communication experience for a customer, from beginning to end. such as Contact ID, PBX ID, and Recorder.

If the Enterprise Cradle-To-Grave feature is enabled, contact information is blank for up to 3 hours from the start time of the first interaction of the contact.

During real-time monitoring, these fields are not displayed: Channel, Recorder and Screen Recorder.

Procedure

From the search results, select the interaction you want to view its information and in the Data column, click .

Alternatively, double-click the interaction to access it, and from 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. click .

The information displayed is also available in the search results set.