You can view the detailed metrics and metadata related to the interaction as well as the recording, in the latter portion of the window. | Tab | Description |
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| Evaluations | Displays the evaluations provided by all assessors. All the scorecards used for the evaluations is displayed along with Score and Grade details. - Double-click on the scorecard to view the question level details.
- In the Questions window, double-click on each question to open the Comments pane to display General Comment, Group Comment, and Question Comments if any.
| | Transcript | Provides detailed text transcription of the voice call. | | Analysis | Provides the automatic interaction analysis information such as sentiment, silence duration, talk over, and hold time. | | Information | Displays general information about the interaction, such as interaction ID, agent information, interaction session ID, date of the interaction, contact center, and service information. | | Metadata | Displays the metadata received with the recording and all other information related to the interaction. | | Related Interactions | Displays the other interactions related to the recording (for example, another interaction from the same agent). | | Interaction Intents | Displays the possible interaction drivers populated by the system based on the configured keywords or keyword lists. | | History | Displays the history of views and evaluations by all users on the interaction. | | Video | Displays the screen recording of the interaction. This tab is active only if you have enabled screen recording. |
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