Review an interaction
In addition to viewing metrics, review 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. to investigate and analyze aspects of the interaction such as its transcript, screens, and tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events.. If the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. application is supported, you can evaluate the interaction to provide feedback to the employee who handled the call, and trigger coaching programs.
Procedure
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Select Analyze > Interactions.
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To review an interaction, in the Search Results list, double-click the selected interaction.
The Interaction Review workspace opens. In this workspace, in addition to 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. capabilities, you can investigate other aspects of the interaction:
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View its transcript with highlighted terms.
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View a summary of the interaction transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text..
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Play recorded screens.
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Evaluate the employee who handled the interaction.
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To review a different interaction, click
(Next Interaction) or 
(Previous Interaction). The counter to the left of the buttons identifies which interaction you are currently reviewing.