Request replay approval

Replay approval is a feature that is used primarily in compliance recording environments. When enabled, you require replay approval to play back interactions.

From the search results, you select the 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. you want to play back and submit a replay request. After a designated approver approves the replay request in the Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. application, you can play back the interaction for a limited time, until the approval expires.

Procedure 

  1. From the Search Results, identify the interaction you want to replay and that is currently locked for you.

    You cannot submit a request for an interaction that is pending approval or already approved.

  2. To submit a replay request:

    1. Select a locked interaction in the list of interactions.

    2. From the upper right corner, click the Request Replay icon .

      You can also submit a request directly from the list. Click the locked icon provided in the Replay Status column and then click Request Replay.

    3. From the Request Replay dialog box, provide an optional reason to explain why access is necessary. Use the reason to provide any supplementary information relevant for approval of the request.

    4. To submit your request, click Request.

      The system sends a notification of the request by email to all approvers in your organization from whom approval is required.

      To cancel your request and return to the search results, click Cancel.

    5. Wait for email notification of approval or rejection of your request.

      • If you receive email notification of replay approval from all required approvers, you can play back the interaction.

      • If you receive email notification of replay rejection and believe it to be an error, submit a new request.

      • If the required approvers fail to approve your request after a system-defined interval, your request expires.