Add Recording Snippets

You must have the default Administrator or Supervisor role or a custom role that includes the VIEW_PLAYBACK_CALLS and Quality >Evaluations > Create permissions to use the Recordings > Playback tab > Evaluate Interaction button to access the Evaluations tab and conduct an evaluation and add attachments. The interaction metadata will be attached to the evaluation automatically.

When the media player is minimized, the option to add a Recording Snippet to an Evaluation Question will be grayed out and unavailable. The user MUST maximize the player to add recording segments.

Recording snippets can be added to a question or Summary under the Comments text box. Snippets are set with a Start and End point in the recording timeline.

  1. Click the Add Call Snippet icon (phone) next to the question or in the Summary area.
  2. A Set Start button and a Set End button are added under the question's or Summary's text box.
  3. To bookmark the starting point of a call snippet, click Set Start button under the question or in the Summary using one of the following:
    1. Listen to the call and/or view the screen capture to locate the starting point as the call plays and click Set Start.
    2. While playing the call and/or the screen capture video, simply move the slider bar to the approximate desired starting point and click Set Start.
  4. To bookmark the ending point of a call snippet, click Set Ending button under the question or in the Summary using one of the following:
    1. Listen to the call and/or view the screen capture to locate the ending point as the call plays and click Set Ending.
    2. While playing the call and/or screen capture video, simply move the slider to the approximate desired starting point and click Set Ending.
  5. Both the Start Time and End Time set will be displayed in seconds from the beginning of the call next to each button and the button name will change to Modify Start and Modify End. For example, a Set Start 8 indicates that the start time of this call snippet is 8 seconds into the call. A Set Ending 13 indicates the ending of the call snippet is 13 seconds into the call.
    1. If the End Point is not set, then the End Point will be highlighted in red and an error message will display “Please Set End Point”.
    2. If the End Point is less than the Start Point, then the End Point will be highlighted in red and an error message will display “End Point should be greater than then Start Point”.
  6. Click Save to save the evaluation after adding the call snippet.