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 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 main interaction information is displayed in the player header, providing a cohesive overview at a glance. The Interaction Details tab provides additional information.

Play Recordings

Use the Timeline view to navigate and track the recording. During playback, you can view:

• Playback progress of the recorded segment or contact.

• Duration of the entire recorded segment or contact.

• Additional amount of time for After Call Work State that allows an agent to complete work requirements after finishing an interaction. (ACW). Click the ACW button to skip to that part of the recording.

  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 icons at the bottom of the Player 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.

• Click Select Category to define which categories and sub-categories appear on the timeline. This feature requires the Interaction Analytics license.

View additional information in the audio panel during playback of a voice recording.

• 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 whether 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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• To hide the audio panel, switch off the toggle in the Actions menu.

When a call includes more than one agent, the screen recording displays the leading agent's screen. When the agent has more than one screen, the screen recording can include several screens.

• Use the arrows to flip through the screens.

• In the bar above the main screen, select a specific screen or click View All to see all the agent's screens together.

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. Select the required option in the Actions menu.

• The duration of a digital interaction is from the time the case is assigned to the agent to the time the case is unassigned from the agent's inbox.

• 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 under the timeline. This indicator marks the parts in pink when the agent was handling the selected interaction.

View Digital Interactions from Engagement Hub

You can view digital Any non-voice channel such as chat, email, SMS, work item, and messaging channels. interactions ingested via Engagement Hub, including chats, emails and other digital conversations.

Supervisors and managers can open a transcript directly from the interaction to review the full conversation in a dedicated viewer.

This feature requires both Store and Forward API and Interaction Analytics (CXone) licenses.

To view a digital transcript:

1. From Interaction Search or any application where playback is enabled, select the interaction and either double click a segment 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 select its Play icon.​

2. The Player window opens and displays the interaction transcript.

Download Recording Files

You can download recording files. Select a download option in the Actions 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. The maximum length of the file name is 200 characters, so, occasionally, agent names might be truncated.

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 the Player, select the required option in the Actions menu

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

Viewing Transcripts of Voice Calls

Supervisors and managers can view the voice transcript of the conversation, enhancing the monitoring and review process with a synchronized and interactive transcript display.

The voice transcript is displayed in a dedicated panel on the right side of the Player.

The transcript is aligned with the audio playback, and as the conversation progresses, the corresponding transcript block is highlighted in real-time. This synchronization allows supervisors and managers to follow the conversation seamlessly, ensuring they can accurately correlate spoken words with the transcript. If the audio and transcript get out of sync, click Sync to Audio.

This feature requires the Interaction Analytics license.

To access the transcript:

1. Open the CXone Player from Interaction Search or any application where playback is enabled.​

2. On the panel on the right side, click on the Transcript tab.

3. Click Sync to Audio to align the audio and transcript.

Evaluate from the Player

Supervisors, QA analysts, and other authorized users can initiate a Quality Management (QM) evaluation directly from the CXone Player. Evaluate from the Player feature enables a seamless transition from playback to evaluation, helping contact center teams complete evaluations more efficiently. By reducing the time it takes to score interactions and minimizing the need to switch between tools, this feature supports timely, consistent evaluations and enhances QA workflows within a single interface.

Before You Begin

To use this feature, the following conditions must be met:

• Licensing: You must have a valid Quality Management (QM) or QM Pro license.

• Permissions: The Evaluate permission must be enabled for your role in CXone Admin > Security Settings > Roles and Permissions.

• Feature Availability: This feature is only available in the New CXone Player. It is not supported in the Legacy Player.

• Feature Toggle: Your administrator or NICE support must enable this feature for your environment.

To evaluate from the Player:

1. Open an interaction using CXone Interaction Search, CXone Inbox, or another entry point.

2. Play the interaction in the CXone Player to review audio, screen recordings, transcripts, and sentiment insights.

3. Start the evaluation by clicking the Actions menu and selecting Evaluate.