Play an interaction

You can play back 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 its associated recordings if available), allowing you to start, pause, stop, mute, and adjust the volume of the interaction. More advanced options are available such as viewing speaker separation Method used in Speech Analytics of segmenting and labeling speaker information in the audio of a recorded interaction., tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events., and 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. and speech callouts. You can also move the 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. position to specific areas in the interaction without listening to the entire interaction.

You can perform more activities 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., including downloading an interaction, and sending an interaction to recipients in or outside your organization.

If you require replay approval, to play an interaction, you must submit a replay request and receive replay approval for the specific interaction. If you do not have replay approval (your replay request is denied or pending, or you did not request replay approval), the Player controls and the associated Screen, Video, Share, Text, Collections, and Transcription tabs (if available) are disabled and you cannot play the interaction.

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Procedure

From the search results, select the interaction you want to play back (or double-click the interaction to access it).
From the Player, click .
- If a screen recording is available, click the Screen tab to view the activities that occurred on the employee's screen while the interaction was recorded.
- If a video recording is available, click the Video tab to view a video recording of the employee and customer side of the interaction, or in case of an interaction with multiple participants, to view the video recordings of each participant in a grid format.
- If a share recording is available, click the Share tab to view the recording of a screen share during an interaction with multiple participants.

The recorded screen/video/share is displayed along with the audio and provides additional information when performing your tasks, such as completing a form.