Modify Saved Interactions Folders

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 > Saved Interactions folders.

Only the name of a Saved Interactions folder can be changed. To modify the name of an existing Saved Interactions folder:

1. Go to the Recordings > Playback window, expand the folder pane on the left side of the Playback window by clicking on the arrow.
2. To change the folder name, highlight the title of the folder desired to modify.
3. Click Modify at the bottom of the window to modify the folder.
   1. In the Saved Interactions window, enter a Name.
   2. Click OK.
4. To add a new call to the Saved Calls folder, highlight the desired calls and drag and drop them into the folder.
5. To remove a call from the Saved Calls folder, retrieve the saved calls by double clicking the folder.
   1. The Playback title bar will change to the name of the folder and only the saved calls in the folder will show in the Playback window.
   2. Highlight the desired interaction to remove.
   3. Click Remove Interactions.
   4. At the Remove Interactions confirmation window, click OK to confirm the removal of the interaction from the Saved Interactions folder.

Removal of interactions from the Saved Interaction folder does not delete the interaction.