View interaction tags
Once tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. are manually or automatically appended 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., you can view their details. You can also move the interaction 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 any of its appended tags. With tags, you can locate quickly a specific point in the interaction that requires further handling.
Before you begin
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To view private 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. created by other users: 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 view other private annotations.
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To view public annotations: Verify that in the User Management application you have the privilege to view public annotations.
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No special privileges are required for viewing your own private annotations.
Procedure
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From the Tags area, select the type of tags you want to view (Annotations, Events).
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From the list, do the following:
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To view a tag, point to the tag you want to view, and click
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To move the position of 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. to a tag, click the tag you want the position to move to
If the interaction is playing, the playback continues from the new position. If the interaction is paused, the playback position changes but the interaction remains paused.
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