Update an annotation
You can access 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 edit or delete its appended 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. (events cannot be updated).
Before you begin
-
To edit/delete your own private annotations that you created: 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 edit/delete private annotations.
-
To edit/delete public annotations: Verify that in the User Management application you have the privilege to edit/delete public annotations.
-
To change the annotation type from Private to Public, you must be assigned the privileges to edit public annotations.
-
To change the annotation type from Public to Private, you must be assigned the privileges to edit private annotations.
Procedure
-
From the Tags area (or 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.), select the Annotations option.
-
From the list, point to the annotations you want to update and click
. -
Do one of the following:
-
To edit the annotation, click Edit and change the annotation name, type, or content as required
-
To delete the annotation, click Remove
-