LV24 Pop-Out Help

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titleListening to an Audio Interaction

To listen to an audio interaction:

  1. On the Interaction Review screen, to listen to the recording, click .
    The length of the audio is displayed next to the button.
  2. Click to play the recording from the beginning.
  3. You can adjust the playback speed, by clicking drop-down arrow, and then selecting the preferred speed. You can make the audio slower (0.50x) or faster (2.00x) as required.
  4. You can download the interaction in .mp3 format using the  button.
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titleAdding a Comment to an Interaction

To leave a comment to about an audio interaction:

  1. On the Interaction Review screen, click . The Comment window pane is displayed.
  2. In the Enter your comment: box, enter your comment: 
    • To mark a specific time range in on the call to which the audio note is applicable, select the Range check boxcheckbox, and then select the Start time and End time. 
    • To use the an audio note for coaching agents, select the Coaching checkbox. 
  3. From the Category drop-down list, select an audio note category.
  4. Click Register.
    To leave a comment without clicking the play/pause icon, when listening to the recording, use the Comment & Pause option.
    Info

    The following fields in the User Role configuration defines if you can add, edit or delete comments: 

    • Manage Interaction Review Comment – If enabled, you can add, edit, or delete your own comments for various interactions.
    • Can user manage comments on the interaction review screen – If enabled, you can add, edit, or delete your own comments for various interactions, as well as comments made by other users.

    To view/update User Role configuration, navigate to the Configure > System > Roles > Edit Roles > Speech IQ Scoring tab.

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