Play Screen-Captured Recordings

You must have the default Administrator, Supervisor or Agent role or a custom role that includes the VIEW_PLAYBACK_CALLS permission to playback audio and screen recording interactions.

There is no auto-play feature in the media player. A recording sits in Pause mode until the user clicks on the Play button in the Playback ribbon bar or the Play button on the media player.

Audio recording snippets or segments are only visible and available for playback when the player is maximized to full view.

Snippet or segment playback of any video recording is not available with the media player.

Playback of Screen-Captured Recordings

Playback an interaction with synchronized voice-plus-screen activities by the using the media player in the Playback window:

1. Go to the Playback window in Recordings, Recent Interactions or Search Results.
2. Select the interaction record with the screen-captured video (indicated by the small camera in the record under the Screen Capture column) to be played by clicking the Play button on the ribbon bar or double-clicking on the selection.
3. The Modify Play Options window pops up offering two selections:
   • Play Audio Only: When selected, the media player pops up at the bottom of the window to play the audio portion of a recording only.
     Note: Click the pop-out icon located to the right of the waveform to separate the audio player from the Playback window.
     
   • Play Audio and Video: When selected, the media player window pops up to play both the audio and screen captured video, in sync, of a recording.
4. There are two modes of recorded screen display for the media player depending on how many workstations screens were recorded and user selections made. These modes are single screen and multiple screen:
   1. Single Screen Playback: Some agents will have only one workstation screen being recorded. If the recording playback has only one workstation screen to play back, the media player will not display multiple screen playback controls.
   2. Multiple Screen Playback: Some agent workstations will have more than one screen being recorded. The screen and playback controls are:
      • Multiple Screen Presentation (carousal screen effect): 
        • Upon opening, the media player playback area will show the first two of the number of multiple screens in the recording, side by side.
        • If additional screens are available, a "carousal" effect is made and controlled by the circle-arrow icons on the left or right ends of the screen. Click these icons to sweep the carousal of recorded screens left or right.
        • There is always two screens shown with the carousal screen effect.
      • Numbered Screen icons (upper right-hand corner of the screen). While in the carousal screen effect, there are numbered screen shaped icons, in the upper right-hand corner of the screen. Each indicates the number of an agent's workstation multiple video screen that was recorded. Four icons indicates four workstation screens.
        • Click on these icons (or the carousal circle-arrow buttons) to change what two screens are being viewed.
        • To expand one workstation screen to work with, click directly on that one screen image. The screen will expand to fit into the media player.
        • When ready to return to the multiple screen mode, click on the circle-X button in the upper right-hand corner of the selected screen in the media player.
        • The user returns to the two screen, "carousal" effect where selection of another screen can be made.
5. To commence playback of the screen recording, click the player's Play button.
6. Use the other media player controls to Pause, Rewind, Fast Forward, Repeat or Loop, Mute/Unmute and increase or decrease Volume of the synchronized audio and screen-capture recording.
7. Use the screen capture player window controls in the upper right-hand corner to minimize, maximize or close the player window.

The Flag icon is not available in the media player controls while playing screen-capture recordings. It is available in the Audio only playback mode. Comments cannot be viewed, added or deleted to screen-capture recordings while in the screen-capture playback mode.

There are no Minimize or Maximize controls in the media player control area when playing screen-capture recordings.

No comments can be added to a screen-captured recording using the media player while playing a screen-capture recording. To add comments to a screen-capture recording, play the recording's audio portion and make comments using the media player's Comments section.