Saved 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 > Saved Interactions folders.
Administrators, supervisors and agents can create, save to, retrieve from, modify or delete Saved Interactions folders and their selected recordings on their own workstation Playback view. Folders are not shared.
A user may want to highlight one or more interactions to put in a folder for viewing at a later time. The Playback window provides a space called Saved Interactions for this purpose.
Each folder is only viewable by the user. Folders are not shared.
Some typical examples of Saved Interactions may include, but are not limited to:
- Flagged Interactions: A To-Do List of interactions that require review for the week.
- Good Example Interactions: Any interactions that have good examples of customer service.
- Poor or Unacceptable Interactions: Interactions that need training or to be addressed with the agent.
- Transferred or Conferenced Interactions: Interactions that have been transferred to or conferenced with a supervisor.
- Long Hold Time Interactions: Any interaction where the agent put the customer on hold for too long.
