The Interaction Review window displays a detailed information about the interaction between the agent and the customer. For voice calls, you can view the visualization of the selected voice interactivity between the customer and the agent, in a waveform.
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| title | Reviewing an Interaction |
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To listen to a call recording, review an interaction, or see the detailed information about the interaction and recording: - Click the play/pause icon (
 ), to listen to the recording. - To leave a comment or audio note, click Comment.
The Audio Note pop-up window appears:- In the Please enter your comment: box, enter your comment:
- To mark a specific time range in the call recording to which the audio note is applicable, select the Range check box, and then select the start time and end time.
- To use the audio note for coaching agents, select the Coaching checkbox.
- From the Category drop-down list, select an audio note category.
- Click Register.
- To leave a comment without clicking the play/pause icon, when listening to the recording, use the Comment & Pause option.
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| - You can use the forward/backward arrows (
 ) on the upper-right corner of the window to move to the next or previous recording. - The banner displays the name of the agent who performed the interaction with the customer, the date and time of the interaction, the phone number of the customer, the agent sentiment, and the customer sentiment.
- The length of the audio is displayed next to the play/pause button.
- You can adjust the playback speed, by clicking the playback speed (
 ) drop-down arrow, and then select selecting the preferred speed. You can make the audio slower (0.50x) or faster (2.00x) as required.
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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. | | Transcript | Provides detailed text transcription of the voice call. | | Analysis | Provides the automatic call 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, call interaction session ID, date of the callinteraction, call 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, a call recording another interaction from the same agent). | | Interaction Intents | Displays the possible call 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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