Interaction Review overview

The Interaction Review workspace Area within an application window where the user interacts with the program. lets you access a recorded 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 view information about the interaction and its associated media types.

Watch how to video Show Me

You can perform different actions on the interaction, including:

Play back an interaction: Play back a recorded interaction (and its associated video and screen recording if available).
Request replay approval: If you require approval to play back interactions, submit a replay request.
Evaluate and assess: Evaluate an employee-customer interaction or assess the experience of a customer with your contact The entire communication experience for a customer, from beginning to end. center.
View interaction summary: View a summary of the interaction transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text.. For the full transcription and finer details, view the transcription.

AI Summary is currently being rolled out to cloud customers. It may not be available in your site just yet.
View interaction transcripts: View interaction transcripts and additional information associated with the transcript, such as categories. When Speaker Separation is available, the transcript differentiates between the words communicated by the employee, and the words communicated by the customer.
Preview text interactions: Preview text interactions in dialog format, for example, display messages according to speaker type, or highlight specific text elements.
Manage tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events.: View tags appended to an interaction and manually 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. to the interaction at different points of interest.
Flag an evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. or a contact: Tag a contact or evaluation with one or more flags Tracking mechanism in the Interactions and Analytics application that marks interactions and evaluations, to indicate that these entities need further attention and follow-up actions. to indicate that it requires further attention.

Access the Interaction Review workspace by clicking an interaction in the Search Results grid or when accessing a folder, for example, the Shared Inbox folder.

The tabs displayed in the Interaction Review workspace depend on your privileges and the available media for the selected interaction. For example, the Text tab only displays for text-based interactions, such as chat or email.