Recordings Module
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 and the Playback modules.
Recordings Module
The Recordings module is ALWAYS the first window that appears upon CxRecord access. It is the most important because it immediately shows interaction recording records in a log and table format. On initial start-up and configuration there will be no recordings listed. When interaction traffic recording begins, the table will fill with records for each recording.
Playback Window and Table Content
The Recordings module has one secondary tab for the Playback window. Upon login, the Recordings > Playback window shows a table containing recording records. The Recordings table always appears first and shows all current recordings chronologically. The table has local options and settings to allow the user to adjust the table display to their needs.
As the user begins to perform other tasks, such as searches or playbacks, the table name changes so the user knows what records are being shown and by what task. Playback table names and their purposes are:
- Recordings table: Shown upon login only. Use the Recordings window to search for and playback current interaction recordings, start evaluations or coaching sessions, manage remarks, download or email recordings and export lists of interaction records.
- Recent Interactions window: During the time the user was searching for or playing recordings in the Recordings window, other new recordings have arrived, but will not be seen on the Recordings window. By pressing the Recent Interactions button, the user will update the window to show all recent recordings that have been recorded. These records can be exported or used for playback, coaching and evaluation.
- Search Results - <search name> window: Users click the Custom Search button to launch a custom search for recordings using specific requirements. When the search is complete, results are shown in the Search Results <search name> window. These records can be exported or used for playback, coaching and evaluation.
