Screen Capture Player Screen and Controls

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 the 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 screen is maximized to full view.

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

To Playback 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 of Recordings, Recent Interactions or Search Results.
  2. Select the interaction record (indicated by the small camera in the record under the Screen Capture column) with the screen-captured video 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. Used to enter Comments about the recording.
      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. Comments cannot be entered about the recording using this player.
  4. To commence playback of the recording, click the player's Play button.
  5. Use the media player controls to playback the synchronized audio and screen captured recording.
  6. Use the X button (upper right-hand corner) to close the media player.

There are no Minimize or Maximize controls for the media player if playing screen capture files.

Video Player Screen and Controls

The Video Player is used to playback recorded workstation screen activities and audio. It pops up on top of the Playback window and provides synchronized playback of an interaction's audio and agent workstation screen captures. The window can be resized by clicking on either the left or right sides, the top of or bottom of the media player window to get the adjustment arrows.

The media player has a number of controls and sections. They are:

  • Interaction Details: Found on the top of the screen, 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.
    • ANI: The received set of ANI digits for the interaction.
    • DNIS: The received DNIS digits for the interaction.
  • Screen Capture Video Playback area: This large space is used to playback screen captured activities of the agent's workstation in sync with the audio waveform and timeline. There are two modes of display for the media player depending on how many screens were recorded and user selections made: single screen or multiple screen playback.
  • Workstation Screen Playback Modes: There are two modes of screen-recording playback with the media player, single screen and multiple screens:
    • 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.
    • 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.
  • Video Screen Scroll Bar: A scroll bar is provided to allow the user to move back and forth across the screen capture video screen.

  • Interaction Activity ribbon bar: Found above the blue waveform box, the Interaction Activity ribbon bar contains indicators for times and call events.

    • Recording times: Two time counters are used to show where in the recording the time position slider is located, relative to time in the recording and the duration of the recording.
      • The left-hand time counter indicates the time position in the recording where the moving time position slider bar is at in the waveform.
      • The right-hand time counter indicates the duration of the interaction recording.
    • Call Events: If the interaction recording contains call events such as a transfer or conference segment, then the Interaction Activity 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.
      • If the interaction being played had no transfer or conference activities associated, nothing but the time counters are displayed.
  • Time Position Slider: A vertical line in the waveform and the Interaction Activity ribbon bar indicate a time position in the recording's overall duration. The user can click on and drag the line to any desired time location within the interaction recording's waveform and Interaction Activity ribbon bar. This is used to pinpoint a portion or segment of a recording for coaching or evaluation.
  • Waveform box: A horizontal waveform gives a visual reference to the recording, including any portions or segments, hold or pause events. The waveform may have colors. The color definitions signify:
    • Light Blue: Indicates the total recording itself. 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 events 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 events per interaction, each with a tag and time stamp. There is no waveform in the Pause portion indicating that no recording occurs during a Pause.
    • Dark Blue: Indicates a portion of a call recording selected for 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 shows recording of silence (no conversation).
  • Playback Controls: Click on buttons to play, pause, fast forward, rewind, repeat and mute/unmute the recording as well as adjust the playback volume.
    • 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: Users can 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 arrows 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.
    • Volume: The volume slider is used to increase or decrease the level of volume for the playback audio.

There are no Minimize or Maximize controls in the media player control area.

  • No Flag option is available during screen-capture playback. Thus, no comments can be added to a screen-captured recording using the media player. To add comments to a screen-captured recording, play the recording's audio portion and make comments using the media player's Comments section.