Playback Window Display 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 > Display Controls.

Users can customize the Playback window to fit their individual needs. These customizations are only for the user and their recordings and are stored for use each time the user logs on using the same browser and computer.

Controls are found on the right-hand end of the Recordings, Recent Interactions or Search Results title bar and at the bottom, left-hand side of the window.

Playback Window Title Bar Settings and Controls

  • Playback window title: Will always be one of the following: Recordings, Recent Interactions or Search Results.
  • Column drag zone: To the right of the window title is a column drag zone. It states "Drag a column header and drop it here to group by that column".
    • Click on a column header and drag it to this drag zone space.
    • The Playback view creates a new, light blue column in the first column location.
    • It then sorts the selected column's information for easy recording research.
    • A small <column name> box sits in the drag zone.
    • Clicking on the small Up or Down arrow moves the sorted list up or down.
    • Clicking on the X in the box closes the sorting column and the returns the Playback view to its previous state.
  • Flag drop-down menu: ( ) The small flag icon on the right-hand side of the title bar opens a menu. Used to flag, clear flag or mark as complete one or more selected interactions for action. Selections are:
    • Flag for Followup: Marks the selected interaction record(s) for followup activities. Puts a small flag icon in the interaction record(s) Flag column.
    • Mark as Completed: Marks the selected interaction record(s) as completed. Puts a blue check mark icon in the interaction record(s) Flag column.
    • Clear Flag: Clears the flag or check mark icons from the interaction record(s) Flag column.
  • Results: Displays the number of records that have been collected for the Playback window task. For example, if a search task was conducted and there were 17 records matching the search criteria, the display will indicate: Results: 17.
  • Total No of Interactions box: Displays the number of records meeting the Playback window action, such as a search action.
  • No of Records: Allows the user to define the number of interaction records that are to be collected at one time. For example, enter a number such as 250, click the Go button and the Playback window action will collect 250 records to show. Default is 200.
  • Export Records button (download icon): Used to export one or many selected interaction recordings.
  • Playback Options (sprocket icon): A number of user options that can be set for the Playback window.

Records, Columns and the Default Playback View

Under the Playback window title bar is a table with a number of columns and interaction records. This is the Default Playback View. The columns are named, sortable collections of similar recording data, for example, Interaction IDs, Customer Identifications or agent names and IDs. Records are the specific data associated with each interaction recording.

  • Records: Records are the essential information about recordings. All recordings have an interaction recording that shows interaction data in columns.
  • Columns: Under the Playback title bar and across the window are headers and columns, Users can sort or reorder the columns. Columns have names or icons.
  • Default Playback View: This is the default view of columns that all tenant users will see and use, The column view can be changed by the user to suit their most used data preferences. The columns of the Default Playback View, set by the administrator and going left to right, typically consist of:
    • Header Name Description

    Annotation Flag (Flag icon)

    		 Used to indicate interaction recordings as flagged for follow up (flag icon) or marked as completed (check mark icon). A Clear Flag option is also available.
    Screen Capture (Camera icon) If CxCapture is deployed, this column is available and indicates a workstation screen capture recording that can be simultaneously played back with the interaction audio.
    Date The calendar date marking the start of the recorded interaction. Format ss mm/dd/yyyy.
    Start Time The Start Time of the interaction recording. The time is displayed based on the time zone of the recorder. Format is HH:MM:SS (AM or PM)
    End Time The End Time of the interaction recording. The time is displayed based on the time zone of the recorder. Format is HH:MM:SS (AM or PM)
    Interaction ID Each interaction recording gets a unique Interaction ID assigned to it.
    Segment ID The Segment ID is a number that CxQM applies to all recordings involved in an interaction containing transfers or conferences so that CxQM can provide playback to the user of the entire customer experience (all parties) using the interaction's segments, in sequence.
    Unique ID Each recording is given a Universal Unique ID (UUID).
    User First Name The first name of the agent taking the interaction.
    User Last Name The last name of the agent taking the interaction.
    AgentID The agent ID that took the interaction.
    Rec Duration The duration of the recording in hours, minutes and seconds (HH:MM:SS). The duration is not always the End Time minus Start Time; paused recordings will have shorter recorder duration than the duration of the interaction.
    Hold Duration The total duration in seconds that the interaction was on hold
    Status

    See the Status indicators and icons described in the Recording Status Indicators topic.
    Extension The extension number that took the interaction.
    Customer Identification The customer's identification that was used to call from.
    Contact Point The phone number the customer dialed to reach an agent.
    Direction

    Indicates whether the recorded interaction is:

    • In: Incoming
    • Out: Outgoing
    • Agent Initiated: An agent-initiated interaction
    • Blank or Unknown: The interaction direction status indicates that the interaction direction could not be determined by the recorder.
    Remark 1 First of two user-defined note fields of 160 characters each for Remark 1 display.
    Remark 2 Second of two user-defined note fields of 160 characters each for Remark 2 display.

Note: Custom Attributes display in the Available Columns list. You can add them to the Default Playback View. by moving them to the Displayed Columns list.

Pagination Controls

Pagination controls are available at the lower left-hand corner of the page. These include:

  • items per page: Found on the Playback tab, lower-left hand corner, a drop-down menu that sets the number of records listed per page. Choices are 100, 200, 500 and 1000.
  • Pagination buttons: Buttons are available to go forward or backward through collections of pages containing records. Buttons also allow the user to go directly to the beginning or end of the page set.