Media 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 use the Recordings > Playback > Play button and the media player.

The Audio Player is used to playback audio only or synced audio-video recorded interactions.

  • If the interaction record selected for playback is audio-only and is double-clicked on or the Play button is clicked, the media player appears at the bottom of the Recordings window.
  • If the recording contains screen captured video, then the Modify Play Options window appears offering two selections:
    • Play Audio Only: When selected, the media player pops up at the bottom of the window, ready to play the audio potion of the recording. The player sits in the Pause mode upon opening.
    • Play Audio and Video: When selected, the media player window pops up ready to play both audio and screen captured video, in sync, of the recording. The player sits in the Pause mode upon opening.

When playing an audio only recording, the media player does not have a Close (the X for Close) button feature.
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. 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 buttons: Located between the Interaction Details and Interaction Activity boxes.
    • When the Minimize button clicked (in the upper left-hand corner of the maximized player), the media player is minimized to just the Tracking Bar bar and the player controls. The recording can be played while the player is in the minimized footprint.
    • When the media player is minimized:
      • The user can perform other tasks such as answering questions on an evaluation form or coaching session.
      • The Flag icon is not available in the minimized mode. Thus, the option to add a new recording Comment to the recording or portion is not available. Maximize the media player to add Comments.
    • When the Maximize button is clicked (in the lower left-hand corner of the minimized player), the player returns to its original footprint.
  • Interaction Activity ribbon bar: If the interaction recording contains a transfer or conference segment, then the Interaction Activity ribbon bar will show 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, there will be no Interaction Activity ribbon bar.
  • Tracking Bar: The tracking bar sits on top of the Waveform box. When the recording is being played, the tracking bar appears as a continuous blue indicator growing from left to right as the recording plays. The leading edge of the tracking bar is synced with the Time Position Slider (vertical bar) for use with the recording to locate specific audio segments. A user can click anywhere on the tracking bar and drag it left or right within the recording timeline to get to a specific playback segment from a new time location.
    • Recording times: On the left end of the Tracking Bar are two timestamps (hh:mm / hh:mm) associated with the recording and the audio player.
      • Left-hand time stamp: Indicates the time position the Time Position slider bar is at in the recording's 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: The Time Position Slider is a vertical line in the waveform indicating position 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 holds per interaction, each with a tag and time stamp (hh:mm). 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 pauses per interaction, each with a tag and time stamp (hh:mm). 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 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 indicates the recording of silence (no conversation).
      • Event Timestamps: Each Hold or Pause event will have a total event duration in mm:ss shown under the event name. For example, a Hold 01:30 may be shown. This means the hold event shown, in solid red, lasted one minute and 30 seconds.
    • Playback Controls: Found under the Waveform box. Click on buttons to play, pause, fast forward, rewind and repeat the recording. Hover over the buttons to see their names.
      • 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 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. Playback continues to run (the slider moves), however, there will be no audio played. Click the speaker with sound and slash bar button to unmute the playback.
      • 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 Comment section of the player. Only visible when the media player is in the Maximized mode.
    • Actions Menu: The Actions pop-up menu is only available when the Flag is clicked for entering Comments. The menu 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 Comments section contains columns that display:
        • 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.
        • Comment: This column displays the comments that have been made about this recording. Comments can be made about the entire recording or just portions.
        • 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.

Coaching Comments can be added to a recording for evaluation and training purposes. Comments can be general, providing an overall commentary of the recording or very specific, focusing on a portion of a recording.

Comments can not be directly entered when the player is minimized. Comments can only be added when the player is maximized.

A general Coaching Comment can be added to an interaction recording. To do this:

  1. Select the recording to coach and double-click on it or click the Play button to start recording playback.
  2. In the Coaching Comments section of the audio player:
    1. Click on the Flag icon and note the new Comment line entry that appears at the bottom of the list of Comments.
    2. Enter a comment into the Comment text box. This can be directions, comments, words of encouragement or discipline for the user to work with in this coaching session.
    3. Follow the entry to the right and click the menu button for the Actions column for this comment.
    4. The Actions menu of commands appears.
    5. Click the Save button (small diskette) to save this comment. The comment will remain in the recording's Comments list with a Reviewer name, a Role and a Created Date being displayed.

Coaching Comments can be added to a specific portion of a recording for evaluation and training purposes. Comments can be general, providing an overall commentary of the recording or very specific, focusing on a portion of a recording.

Comments can not be directly entered when the player is minimized. Comments can only be added when the player is maximized.

If a specific portion of the call is to be coached, that portion can be identified and sent along to the user(s) as a part of the coaching session with comments. To do this:

  1. Select the recording to coach, double-click on it or click the Play button to start recording playback.
  2. In the Coaching Comments section of the audio player:
    1. Click on the Flag icon and note a new Comment line entry appears at the bottom of the Coaching Comments section.
    2. Use the Audio Player Time Position Slider (or the Tracking Bar) to move the Time Position Slider bar and locate the start and end time of the portion of the interaction being coached. CxQM highlights the selected portion in a darkened blue color and then enters the Start Time and End Time stamps into the new Comment entry automatically.
    3. Enter comment text into the Comment text box. This can be directions, words of encouragement, discipline or thanks for the user to work with in this coaching session.
    4. On the right-hand end of this entry, click the menu button (three dots) to get the Actions menu for this comment.
    5. The Actions menu of commands appears.
    6. Click the Save button (small diskette) to save this comment. The comment will remain in the recording's Comments list with time stamps, the Reviewer name and Role and a Created Date being displayed.