Playback Window Content
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 window and Recordings, Recent Interactions or Search Results tables.
The Playback window is the central hub of CxQM and shows interaction recordings referenced as records in a table. Users can search the records of recordings using a variety of parameters and options and playback the audio and/or screen-capture files (if equipped) from one location. Interaction records, search settings and results can be saved in folders for future reuse and examination. Interaction recordings can be downloaded, emailed and quality management processes such as evaluations and coaching (if equipped) may be started from this module.
Playback Window Components
When the user accesses the Playback window, the following components are shown:
- Playback window ribbon bar: At the top, the ribbon bar contains icons or buttons used to perform various tasks in the Recordings window such as Custom Search, Play, Evaluate and Coaching Activities.
- Saved Interactions folder area: On the left-hand side, under the ribbon bar, use the arrow to expand the area containing space for folders for saving selected interactions.
- Saved Searches folder area: On the left-hand side, under the ribbon bar, use the arrow to expand the area containing space for folders for saving search settings and results.
- Title bar: At the top of the record table, the table's title bar indicates what the shown content of the Playback window is, typically after an action is taken. Table titles include:
- Recordings: Upon user access to CxQM, this window appears first and shows a list of chronologically ordered interaction records of recordings.
- Recent Interactions: When the Recent Interactions button is clicked, the title updates and the window shows the most recent interactions records of recordings.
- Search Results - <search name>: If a search, such as a search for all flagged interactions last month is conducted, the title bar will show Search Results - Flagged_Interactions and the results of the search.
- Records: The horizontal lines in the table containing information and data about individual interaction recordings. Each recording gets a record. These are presented in chronological order.
- Columns (vertical with column headers): Headers are shown across the top of the table. Columns underneath the headers collect and display similar interaction record information. Columns will have names or icons. Some columns come with other CxQM modules, such as the column for Screen Capture shown by the small camera icon (
), which is available when CxCapture is enabled. Records and columns create tables in the Default Playback View. Interaction records are listed chronologically. - Playback controls (sprocket icon): At the right-hand end of the title bar are some Playback window controls (the small sprocket icon).
- Pagination controls: At the lower left-hand corner of the window are some pagination buttons.
Administrators determine what the Default Playback View is using settings in the Administration > Setup > Display Options window. It cannot be changed. The Default Playback View is presented to all users upon access to CxQM. Some of the visuals in the view can be changed by the user to suit their needs.
Using the Playback Window
When a user logs onto CxQM and views the Playback window, it will show all of the most current records of recorded interactions in chronological order, newest at the top. A ribbon of buttons is used to perform various tasks involving interaction recordings.
For example, when the user selects an interaction record and double clicks on it or clicks the Play button to begin a playback, the Playback window changes by popping in the media player at the bottom of the window. The media player will begin playback of the recording.
Another example is a search for an interaction from a few days ago. The user will use the Custom Search button and set search criteria to narrow the search parameters to locate the recording easier. The window will update with a new title and the results of the search by showing records that meet the search criteria.
Playback Window Properties
- Quickly narrow down an interaction list by seamlessly searching multiple parameters.
- Play back any interaction within the CxQM database or storage.
- Flag interactions and enter remarks for future review and quality control.
- Save individual interactions or custom searches in Saved Interactions or Saved Searches folders for quick access.
- Export interaction records data from the Playback window grid to a Microsoft Excel file.
- Download audio recordings of interactions for emailing purpose.
- Download both the simultaneous voice-plus-screen recording files as a movie in .wmv format.
- Delete either audio, video or audio and video files of typical and screen captured recordings.
- Permanently delete all of a recording's files and metadata.
- Conduct an evaluation or a coaching session on any interaction straight from the Playback window and interaction record.
- Quickly locate interactions over five (5) seconds long that failed to record anything or had long hold times.
- Copy/Paste recording metadata along with column headings directly from the Playback window into a Microsoft Excel spreadsheet.
- Annotate data from other CRM applications to associate with the interaction record.
- Quick filters are available to refine a search using the Filter Icon in the header of each column to select filter parameters for that column.
- Sorting is available at the top of each column. The first click will sort ascending, the second click will sort descending, and the third click will return to the default sort.
