Delete (Recording) 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 call recordings from the list for deletion, the Delete button becomes enabled. Executing the button will cause:

  • Call Status of the selected call(s) to change to Deleting.
  • Selected call recording .wav and/or .wmv files and database records are deleted.

Delete an Interaction Recording with the 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.
  3. Click Delete. A drop down menu appears offering options for deleting recordings:
    • Audio Only: Default for typical 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:
      • 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:
      • 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 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 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 > Status column is used to show icons concerning the status of recordings. When files for a recording record have been deleted and no longer exist, an icon will appear on the recording record as a visual reminder that this audio and/or video recordings cannot be played (no files to play). If the recording was deleted using All Media, there will be no call record in the Playback window to view. Hovering over the icon gives a tool-tip on the recording file, providing more information, such as "Audio Recording Deleted".

Recording Deletions Audit Trail

All call and screen capture recordings deletions can be tracked in the Administration > Audit Trail tab. Look for Deleted Call Audio Only, Deleted Video Only, Deleted Audio & Video and Deleted All Media in the Activity column. The user name that deleted the call files is present in the audit message, as well.