Flagging Interactions

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 interaction flagging options.

Some interactions may need to be marked or flagged so they may be reviewed, evaluated or coached at a later date. Any interaction in the Recordings, Recent Interactions and Search Results windows can be flagged for review and follow-up. An evaluator or supervisor can easily sort the Flag column at a later time to quickly find the interactions that require attention.

Flagging interactions is an ideal way to transition your team into the Quality Management of interactions. Even if CxEvaluate Quality Management isn’t available in your deployment or your quality management procedures require paper forms, keep track of which interactions need to be or have been evaluated in some other manner by adding a flag to the interaction record.

To flag interactions for a follow-up review:

  1. Go to the Recordings > Playback window.
  2. Locate and highlight one or multiple interactions that requires follow-up.
  3. Click on the Flag drop-down menu in the Playback window title bar (right-hand side) and select one of the following:
    • Flag for Follow Up: Select this to designate a flag on the call. A flag icon will appear in the Flag (icon) column of the Playback window.
    • Mark as Completed: Select this once the interaction has been reviewed. A blue check mark will appear in the Flag column of the Playback window.
    • Clear Flag: Select this to remove the flag or check mark icon of the record from the Flag column of the Playback window.
  4. During the flagging process, a progress indicator will be shown to indicate the number of flags as they are processed.
  5. At any time, users can sort the Flag column by clicking twice on the column header to easily find flagged or marked interactions to review.