Listening to Voice Interaction

Once a voice interaction is Available, you can open the Media player and listen to it.

See also Filtering in Time line.

➢

Do the following:

1.

In the Navigation pane, click Interactions.

2.

Follow the instructions described in Filtering Interactions and Active Calls Information to search filter for calls.

3.

In the retrieved calls list, select the desired call. The call recorder is displayed with the frequency spectrum of the call.

4.

Click below the Media player to start listening to the call. Click again to pause while the call is playing (the button changes to ) to allow the administrator to pause the player while playing the audio.

Information at the top-left hand side of the screen includes the user name, date and time and status e.g. “PLAYING”. On the top-right hand side of the screen includes the elapsed playback time and the total playing time.

The figure below displays a call with two participants.

The figures below displays a call with three participants.

Field	Description
Time line	The Time line displays the call segments of the recording which are color-coded according to the speaker. In the example below, there are two participants in the call, Alex Wilber and Christie Cline.
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.
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 Double Recording BOT applications.
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.