View and Play Interactions

Recordings of interactions can include voice or digital Any non-voice channel such as chat, email, SMS, work item, and messaging channels channels, and screen recordings.

To play a recording or view a digital interaction, double-click a segment An interaction between two parties, such as a customer and an agent. Each segment represents a stage in the interaction, such as when a call is transferred to another agent, or agents speak internally to consult. in the search results table, or click its Play icon .

The Player opens in a separate window. The Player window size and display settings are saved when you close the window.

Play Recordings

During playback of a voice and/or screen recording, you can view:

• Progress in the playback of the recorded segment or contact

• Duration of the entire recorded segment or contact

• The additional amount of time for After Call Work State that allows an agent to complete work requirements after finishing an interaction (ACW)

  When you play back a full interaction that includes multiple segments with ACW, you see only the ACW of the last agent in the call.

Use the Player control bar to:

• Adjust the playback to focus on parts of the interaction.

  For example, play part of the recorded segment in a loop to confirm what was in the call or screen recording. Click Loop once to mark the beginning of the loop and a second time to mark the end of the loop. Then click Play. Click Loop a third time to clear it.

• Skip silent parts of the recording by clicking .

• Skip forward or back in the recording.

• Adjust playback speed using .

• Adjust volume levels of participants in the call.

• Add an annotation to an interaction.

  Click Add annotation . You can create public or private annotations. You can also view public annotations added by other users. Permissions are required to use annotations.

To view more interaction information in the Player, click Actions and select View recording and details. The Interaction Details tab includes:

• Interaction summary

• Business data information

• Behavior scores for each customer satisfaction metric for all agents in the interaction. Permissions are required to view behavior scores.

During playback of a voice recording, you can view additional information in the audio bar.

• Events that occur during the voice recording, such as:

  • When recording is temporarily stopped because a customer gives credit card information

  • When a category is identified, and if it is considered High Confidence (High Confidence is defined as 75%)

  • Segment sentiment (positive , negative , mixed , neutral ).

    Permissions are required to view categories and sentiments.

• If there are multiple events in a short period of time, you can hover over Event to view the details.

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A screen recording can include several screens when an agent has more than one screen:

• You can select a specific screen.

• Use the arrows to flip through the screens.

• Click View All to see all the agent's screens together.

You can zoom in on specific areas of the screen recording during playback. Zoom in to get a more detailed and granular view of the screen content:

• Use the zoom in and zoom out icons . You can zoom in increments from 100% to a maximum of 800%.

• When the screen is zoomed in you can reset by clicking the Fit to Screen icon .

  • When a single screen is recorded, the screen resets to 100%.

  • When multiple screens are recorded, the display resets to fit all screens in the Player window.

View Digital Interactions

• When a digital Any non-voice channel such as chat, email, SMS, work item, and messaging channels interaction includes screen recording, you can view both the screen recording and transcript, or just the screen recording. Click Actions and select the required option.

• For email interactions, click Timeline to view the events.

• An agent can handle several digital customer interactions in parallel. In these cases, the screen recording can capture other interactions as the agent moves between interactions. During playback of these screen recordings, the Player displays a focus indicator. This indicator marks in pink the parts when the agent was handling the selected interaction.

Download Recording Files

You can download recording files from the Action menu:

• To download voice and screen recording, select Voice & screen.

• To download only voice, select Voice only.

• To download the screen recording from a digital interaction, select Screen only.

The filename is formatted as CXone recording_{agent name}_{call start time}[UTC]_{id}.mp4. Note that the date in the filename is in UTC, unlike the Player, which is displayed in your local time zone.

Keyboard Shortcuts for Player

You can use the following keyboard shortcuts when playing a recording.

action	shortcut
Play and pause	Space bar
Change to full screen	F
Mute and unmute	M
Forward	Right arrow
Back	Left arrow

Elevated Interactions

In an elevated contact, the interaction is switched from one channel to another in order to serve the customer's need. You can view all the segments and play back the entire contact in one player window. This lets you see the interaction journey and switch between different segments of the interaction.

You can also switch between viewing both the screen recording and transcript, or just the screen recording. In Player, click Actions and select the required option.

When playback of one segment is completed, you need to manually switch to another segment to play back the recording.