Delete (Screen Capture Interactions) Button

You must have the default Administrator role or a custom role that includes the DELETE_PLAYBACK_CALLS permission to delete an interaction. The Delete Interactions button is hidden if the user does not have the Delete Interactions permission.

When the user is in the Playback tab and selects one or more screen capture call recordings from the list for deletion, the Delete button becomes enabled. Depending on what is being deleted, the following will cause:

  • Call Status of the selected call(s) changes to Deleting.
  • Screen Capture column status icon for the interaction will be removed
  • Selected call recording .wav and/or .wmv files and database records are deleted.

Delete a Screen Capture Interaction Recording via Delete Button

If the Delete Calls button is active, call recordings can be deleted from the cache or archive using the following steps:

  1. Go to the Recordings > Playback window.
  2. Select one or more call recordings. Multiple call recordings can be chosen by holding the CTRL or SHIFT key while selecting other interactions.
  3. Click Delete. A drop down menu appears offering options for deleting recordings:
    • Audio Only Default: Used to delete typical audio recordings.
      • Deletes the audio file and leaves the metadata (recording record).
      • Retains the recording record in the Playback >Recordings grid.
      • Shows an icon on the recording record indicating that the recording cannot be played because the file has been deleted.
    • Video Only: Use this to delete the video file of a screen captured recording.
      • Deletes the screen captured video file and retains the recording record and audio file of the recording.

      • When the video file is deleted, the ‘Screen Capture Icon’ is removed from recording record under the Screen Capture column.

      • The retained audio file CAN still be played fully.
    • Audio and Video: Use this to delete the audio and video of a screen captured recording.
      • Delete the screen recording audio AND video files and retains the interaction meta-data (recording record).

      • When the video file is deleted, the ‘Screen Capture Icon’ will be removed from recording record under the Screen Capture column.

      • The screen captured audio AND video files CANNOT be played after deletion.
      • Shows an icon on the recording record indicating that the recording cannot be played because the files have been deleted.
    • All Media and Metadata: Use Caution with this option.
      • This option permanently deletes all associated:
        • Audio (and video) files
        • Interaction meta-data (recording record)
        • This option permanently deletes the recording and its record from the Playback > Recordings grid.
      • When this option is selected, once the recording metadata is deleted, the recording does not exist and cannot be located or played back.
  4. A pop-up window is presented that states: Are you sure you want to permanently delete the selected call(s)?
    • Select Yes to confirm the deletion.
    • Select No to cancel the operation and not delete the files.
  5. In the Playback > Status column, each recording record will show icons indicating that the audio and video files have been deleted. The call recording record metadata remains.

Delete a Screen Capture Interaction Recording via the Keyboard Delete Key

If a user has the DELETE_PLAYBACK_CALLS permission, they may opt to delete recorded interactions using the workstation's keyboard Delete key. To do this:

  1. Go to the Recordings > Playback window.
  2. Select one or more screen captured call recordings. Multiple call recordings can be chosen by holding the CTRL or SHIFT key while selecting other interactions.
  3. Click the keyboard's Delete key.
  4. A pop-up window is presented that states: Are you sure you want to permanently delete the selected call(s)?
    • Select Yes to confirm the deletion.
    • Select No to cancel the operation and not delete the files.
  5. In the Playback > Status column, each recording record will show icons indicating that the audio and video files have been deleted. The call recording record metadata remains.

Recording Deletions Visual Indicators

The Recordings > Playback > Status column is used to show icons reflecting the status of recordings. When files for a recording record have been deleted and no longer exist, an icon appears on the recording record giving a visual reminder that this recording cannot be played (no files to play). Hovering over the icon gives a tool-tip on the recording file, providing more information, such as "Audio Recording Deleted".

Call Recording Deletions Audit Trail

All call and screen capture recordings deletions can be tracked in the Administration > Audit Trail tab. Look for the following in the Activity column:

  • Download Call Audio Only: Display only Downloaded Call Audio Only messages.
  • Download Video Only: Display only Download Video Only messages.
  • Download Audio & Video: Display only Download Audio and Video messages.
  • Deleted Call Audio Only: Display only Deleted Call Audio Only messages.
  • Deleted Video Only: Display only Deleted Video Only messages
  • Deleted Audio & Video: Display only Deleted Audio & Video messages.
  • Deleted All Media: Display only Deleted All Media messages.

The user name that deleted the call file(s) is present in the audit message, as well.