Playback Window Options

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 > Playback Options settings.

The small sprocket icon on the far right of the Playback window title bar allows each user to set options for playback of a recording. Each time the user logs on using the same browser and computer, the settings are fetched and applied. Each of these settings can control the clarity and the speed of the recording in playback.

Playback Options are reset to default if the user clears their browsing history.

Access the Playback Options by clicking on the small sprocket on the right-hand side of the named window title bar. A pop-up window appears with ON/OFF selections for these options:

  • Email Setting lets the user choose to send emails by selecting:

    • My Email: This will CxQM to use the agent's local program such as Microsoft© Outlook.
    • Web Mail: The email client setup with CxQM is used.
    • The default setting is My Email, which allows the user to use their own From address, email address book, and tracking of sent emails.
  • Playback View: Shows either the default or user-adjusted set of columns of recording data on the Playback window. All users are assigned the same Default Playback View, a default selection of columns shown in the Playback window. The Default Playback View is created by the administrator and applies to all users. Users cannot add or delete to the list of interaction recording columns that compose the Default Playback View.
    • Default button: Restores the user's adjusted playback view set by yhe Default Playback View.
    • My View button: Users always start with the Default Playback View. Selecting the My View button allows the user to change the order and width of the Default Playback View columns across the Playback window table to meet their individual needs. If the user has changed column order or column width, these settings are stored in the web browser cache. This can be reset to the Default Playback View by using the Default button.
      • Columns drop-down menu: Users may not have a need for one or more columns and may choose to hide it from their playback view. Use the menu to turn ON or OFF viewing of playback columns as desired for the My View by checking or unchecking the selected column check box.

    The Default and My View buttons are NOT saved globally. Default is set to pull and show the Default Playback View. My View is set to pull and show the user's individually changed playback view including column location and width changes.