Save Interactions to Folders

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.

Once Saved Interactions folders are created and users begin using their Playback windowfeatures, they can save selected interactions for later review.

To save interactions to folders:

1. From the Recordings > Playback window, expand the folder pane on the left side of the Playback window by clicking on the arrow.
2. Use the Playback window to sort, filter or search for specific interactions to be saved.
3. Highlight the desired interactions and drag and drop them into new or existing Saved Interactions folders.
4. When interactions are added to a folder, the number of interactions in the folder will be shown after the folder name. For example, if a folder is created called Flagged Interactions and a user drags three flagged interactions to this folder, the folder name will show Flagged Interactions (3).