Viewing and Listening to Calls with Screen Sharing Calls

You can view and listen to Screen Sharing calls. When you select a Sharing interaction, the Media player opens displaying both the Screen Sharing recording and the time line. The Media Player controls are identical to the Voice playback controls. Screen Sharing Calls have a separate expiration time to Voice calls.

➢ Do the following:
1. In the Icon pane, click .

2. In the Media Type column, from the drop-down, choose Sharing and then select the check box adjacent to the entry that you whose data you wish to view.

3. Click Play Full Media to open the Media Player.

Field

Description

Time line

The Time line displays the call segments of the recording which are color-coded according to the speaker.

Time line scroll bar

Drag the Time line scroll bar to the desired segment of the recording; the elapsed time is displayed below the scroll bar. The name of the speaker for the selected segment is indicated under the Media Player.

Player Controls

Adjusts playback volume. Hover over to display the scroll bar.

Click the speaker to mute sound.

Jumps to previous segment in the recording.

Jumps to next segment in the recording.

Playback speed levels:

■ .5 (slowest)
■ .75
■ 1 (default normal speed)
■ 1.25
■ 1.5
■ 1.75
■ 2 (fastest)

Switches between Single and Secondary Recording storage devices. When Secondary is selected then recordings are managed by the Secondary BOT mechanism and are saved on the Secondary Recording Azure container.

Information Fields

 Information Fields (see Interactions):
■Answer Time
■Release Time
■Call Wait Time
■Tags (click to display tags defined for the call).
■Recording Type
■Call Expiration
■Original Call ID

Notes

Insert a new note in the text box. Click the note icon to view an existing note.

Alternatively, you can click the .

Tags

Click to apply tags to the recording.

Open Full Media Player

Speaker for selected segment