Play Audio Recordings

You must have the default Administrator, Supervisor or Agent role or a custom role that includes the VIEW_PLAYBACK_CALLS permission to use the Recordings > Playback > Play button.

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 of the Play button on the media player.

Recording snippets or segments are only visible and available when the media player is maximized to full view.

Go to the Playback window (Recordings, Recent Interactions or Search Results).
Select the interaction record to be played back by doing one of these:
- Click on the record once to select it and click the Play button. The player and the recording pop up at the bottom of the window. The player sits in the Stop mode. To commence playing the recording, click the player's Play button.
- Double-click on the record to select it and launch the media player. The player and the recording pop up at the bottom of the window. The player sits in the Stop mode. To commence playing the recording, click the player's Play button.
If the recording has screen captured video associated with it, then a Modify Play Options window appears offering two selections:
- Play Audio Only: When selected, the media player appears at the bottom of the window to play the audio portion of a recording only.
- Play Audio and Video: (not used here) When selected, the Video Player window appears to play both the audio and screen captured video, in sync, of a recording.
The Audio Player will pop up at the bottom of the window. The player sits in the Pause mode. To commence playing the recording, click the player's Play button.
Note: Click the pop-out icon located to the right of the waveform to separate the audio player from the Playback window.

The Media Player is used to playback audio recordings only. When it pops up to playback a recording, it has a number of displays and controls providing recording information and user playback control. They are:

Interaction Details box: Found on the left-hand side, it contains:
- Agent name: The agent's named associated with the recording's agent ID number.
- Start Time: The date and time that the received interaction started.
- Customer Identification: The received set of customer identification digits for the interaction.
- Contact Point: The received set of contact point digits for the interaction.
Minimize/Maximize Player button: Located between the Interaction Details and Interaction Activity boxes.
- When clicked, the player will minimize to just the Interaction Activity ribbon bar and the player controls. The recording continues to play while in the player's minimized footprint. The Maximize button will appear in the lower left-hand corner of the minimized player.
- When the media player is minimized, the user can perform other tasks such as answering questions on an evaluation form.
- When the media player is minimized, the option to add a Recording Snippet to an Evaluation Question will be unavailable.
- When the media player is minimized, the option to create a new recording Comment will not be available.

Interaction Activity ribbon bar: If the interaction being played had no transfer or conferences, then there will be no activities ribbon bar. If the interaction did involve a transfer or conference, then the ribbon bar will be shown with these buttons:
- Call Start: Clicking this button takes the playback to the start of the interaction.
- Transfer: Clicking this button will take the playback of the interaction to the transfer portion of the call and indicate when the transfer occurred by a red vertical bar.
- Conference: Clicking this button takes the playback to the beginning of the conference portion of the interaction.
Tracking Bar: The tracking bar sits on top of the Waveform box. When the recording is being played, the tracking bar displays as a continuous blue indicator growing left to right as the recording plays. It is synced with the Time Position Slider, to use with the recording to locate specific audio. A user can click anywhere on the tracking bar and drag it left or right within the recording timeline to get specific playback from a new time location. The Time Position Slider moves with the leading edge of the Tracking Bar.
- Recording times: On the left end of the Tracking Bar are two timestamps associated with the recording and the media player.
  - Left-hand time stamp: Indicates the time position the slider bar is at in the waveform. As the Time Position Slider and Tracking bar move, this time stamp changes.
  - Right-hand time stamp: Indicates the total duration of the interaction recording.
Waveform box: The waveform box contains:
- Time Position Slider: A vertical line in the waveform indicating position of the recording playback within the recording's duration. The user can click and drag the line to any desired time location within the interaction recording. Used to pinpoint a portion of a recording for coaching. The position of the slider in time is noted in the Tracking Bar in the left-hand time stamp. The time stamp changes as the slider bar moves.
- Waveform: A horizontal waveform gives a visual reference to the recording, including any segments, hold or pause times. The waveform will have colors. The color definitions are:
  - Light Blue: Indicates the recording. Shows the interaction's audio recording presented in a left to right direction.
  - Solid Red: Indicates a Hold. Shows where and how long the interaction audio recording was placed on hold. The Hold portion of the interaction will be solid red, have a tag (top) indicating Hold as well as a time stamp indicating the length of time spent on this hold. There can be more than one hold activity per interaction, each with a tag and time stamp. The waveform in the Hold portion indicates that recording continues during a Hold.
  - Striped Red: Indicates a Pause. Shows where and how long the interaction audio recording was paused. The Pause portion of the interaction will be striped red, have a tag (top) indicating Pause as well as a time stamp indicating the length of time spent on this Pause. There can be more than one pause activities per interaction, each with a tag and time stamp. There is no waveform in the Pause portion indicating that recording does not occur during a Pause.
  - Dark Blue: Indicates a portion of a call recording selected for selected Coaching. Shows the portion of an interaction audio recording that has been selected for coaching.
  - Straight horizontal line: Can be found in any part of the waveform for a period of time. This indicates the recording of silence (no conversation).
- Playback Controls: Found under the Waveform box. Click on buttons to play, pause, fast forward, rewind and repeat the recording. Hovering over the button presents a pop-up tooltip describing the button.
  - Play: When paused, click on the play arrow to continue playback.
  - Pause: When the recording is playing, click on the pause symbol to stop playback.
  - Rewind: Select the left-facing bar-arrow symbol to move the recording back 10 seconds.
  - Fast Forward: Select the right-facing arrow-bar symbol to move the recording forward 10 seconds.
  - Variable Speed Control: Hover over the Arrow button or the button’s drop-down menu of speed selections to select from the variable speed settings of x 1.0 (normal playback speed), x 1.5 (one and one-half times normal playback speed) and x 2.0 (two times normal playback speed) to increase playback speed. Default is set to x 1.0 speed when the media player is opened.
  - Repeat: Select the looped arrow to continuously loop the recording back to beginning once the recording ends. Stop the loop by clicking on the Repeat button again.
  - Mute/Unmute: Click the speaker with sound button to silence or mute the audio playback of a recording. The playback continues to run (the slider moves), however, there will be no audio playback until the speaker with sound and slash bar button is clicked.
  - Volume Slider: Slide the volume slider to the right to make the volume louder. Slide the volume slider to the left to make the volume softer.
  - Flag: Used to start a Coaching Comment entry in the Coaching Comments section.
- Actions Menu: The Actions menu column provides three controls to manage comments being made to the interaction being coached:
  - Play (round arrow button): Allows the user to play the selected portion of the recording associated with the interaction comment.
  - Save (diskette button): Saves the user's comments entry to the interaction's Comments list.
  - Delete (circle with diagonal line button): Allows user to delete a selected comment from the interaction's Comments list.
- Comment section: The coaching Comment section provides columns and controls for users to create and manage comments about all or a portion of a voice recording.
  - Columns: The coaching Comment section contains columns described as:
    - Comment: This column displays the comments that have been made about this recording. Comments can be made about the entire recording or just portions. The amount of space available in the Comments text box increases as the users input comment text. The grid increase in size also.
    - Start Time/End Time: These two columns mark the start and end times for the specific recording portion selected for coaching. It is auto-populated by CxQM.
    - Reviewer: This column displays the name of the reviewer who created the comment.
    - Role: Displays the assigned role name of the reviewer who made the comment.
    - Created Date: Displays the date and time that the comment was made.
    - Comments list slider: More than two comments cause the Coaching Comments section to pop in a vertical slider on the right-hand side of the Comments list to allow users to go up and down the list of Comments.

During playback, the Media Player has the ability to:

Provide some interaction details such as Agent name associated with their Agent ID, Interaction Date and Time, ANI and DNIS numbers used.
Give a visual representation of the recording in a waveform format.
Play or pause the recording by toggling the Play or Pause button.
Loop Back or Repeat the recording by clicking on the Repeat button.
Fast Forward or Rewind the recording by clicking the Fast Forward or Rewind buttons.
Mute or unmute the recording audio while it continues playing with the Mute/Unmute button.
Control volume of the playback by adjusting the Volume icon left or right.
Slide to any point in the playback bar and begin playback there by using the tracker/slider.
Highlight and select a portion of the recording for coaching purposes.
Allows a user to add comments to the interaction for coaching sessions or evaluations.
Minimize or Maximize the media player space providing more space for evaluations or coaching sessions.