Retrieving 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.

To retrieve saved interactions from a folder for playback:

1. From the Recordings > Playback window, expand the folder pane on the left side of the Playback window by clicking on the arrow.
2. Double-click the folder containing the interaction to be retrieved. A single click will only highlight it in order to Modify or Delete the folder.
3. The Playback title bar will change to the name of the folder, such as Search Results - Flagged_Calls and only the saved interactions contained will be seen in the Playback window.
4. Double-click on a selected interaction to launch the media player to play the interaction.

An interaction will be removed from the folder if the interaction is deleted from the system or the user's permissions to that interaction has been modified.