The Interaction Content area of the Vonage Contact Center (VCC) Admin Portal contains the interaction content—audio and screen—recordings for your accountTo use interaction content search features in Vonage Contact Center, as an admin user, you must firstly configure the required features for your account and users.
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How do I
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enable interaction content annotation for my account?
To access Interaction Content, perform the following steps:
Log in to the VCC Admin Portal as a supervisor. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
If you are the supervisor of multiple accounts, select the account that you want to access Interaction Content for, and click Select.
Vonage Contact Center appears.
From the VCC homepage, move your mouse pointer over the menu icons on the left or bottom of the page.
In the menu that appears, click Interaction Content. Interaction Content appears.
You can now use the search section within Interaction Content to filter and sort interaction content, as well as annotate and download audio recordings.
On the search page you will see two tabs:
By date/time - this allows you to search for interaction within some time period and other properties of an interaction
- By interaction ID - this will allow you to find a specific interaction ID
How do I search or filter interaction content search results?
To search and filter the interactions that appear, perform the following steps:
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In the search parameters section above the results table, specify the parameters you want to use to filter the results. You can use the default basic filter or the advanced filter. To use the advanced filter, click Advanced filter next to Search.
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Search criteria
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Description
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Basic filter
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Use the Date/time list to search for interactions that took place in one of the following time periods:
- Last 1 hour
- Last 12 hours
- Today
- Last 2 days
- Last 7 days
- Last 30 days
- Last 60 days
- Last 90 days
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Advanced filter
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Start
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The start date and time for the interaction content search.
Using the calendar field, select the start date and time for your interaction content search.
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Agent ID
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The identifier of an agent who took part in handling of the interaction (an interaction might have been handled by multiple agents)
Type the ID of an agent, to search for a specific agent's interactions.
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Audio recordings longer than the duration you specify will be returned.
Select the minimum duration (in hours, minutes, and seconds) of audio recordings you want to search for.
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| Interactions without an audio recording are treated as having a duration of 0 seconds. Therefore, setting this filter to a value greater than 0 seconds will not only filter out interactions with an audio recording shorter than that value, but will also filter out interactions with no audio recording. |
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From/To
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To get the interaction content for calls made to or from a specific VCC account, customer, or agent telephone number or numbers, type the first part of the number or whole number.
Use the first part of a number to search for multiple numbers that have the same beginning. Alternatively, use a % wildcard character at the beginning or end, or both, of a number to find interactions to or from numbers that contained that number. For example, searching for %123456789% will find calls to or from both +441234567890 and 01234567890.
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Use the Direction list to search for the following interactions:
- Inbound or Outbound for both inbound and outbound interactions.
- Inbound for inbound interactions only.
- Outbound for outbound interactions only.
Click Search to perform your interaction content search.
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Multiple Advanced filter search criteria might be active, indicated by a number visible in the Advanced filter link in Basic filter view. You can clear these criteria by clicking Reset and then Search in Advanced filter tab. |
How do I search for a specific interaction by its ID?
- Go to Interaction Content in VCC.
- Make sure that "By interaction ID" tab is selected
- Paste interaction ID in single search field. If the matching interaction is found, the results table refreshes with the details of that interaction.
How do I sort interaction content search results?
In Interaction Content, you can sort search results by Date/Time. To sort results, click the header of the Date/Time column. An arrow appears in the column header to indicate which order the results are sorted in.
How do I copy interaction IDs?
To copy individual interaction IDs, click the Copy interaction ID to clipboard icon in the rightmost column of the interaction's row:
To copy multiple IDs, select the checkbox in the applicable interactions' rows. Then click the Copy selected interaction IDs to clipboard icon in the top right corner above the results table:
display comments about interaction content in the call recording player, you must switch on the Interaction Player - enable call recording comments feature for your account in Account Feature Control in the Configuration (Account Settings) area of Vonage Contact Center.
For information about switching on features for your account, see Controlling features for your account.
To hide audio recording comments, switch off the Interaction Player - enable call recording comments feature.
How do I hide the download button for non-admin users?
To prevent users from downloading interaction content using the download button, you must hide the download button in the interaction player. To do do, switch on the Interaction Player - Hide content download buttons for non-admins feature for your a count in Account Feature Control in the Configuration (Account Settings) area of Vonage Contact Center.
For information about switching on features for your account, see Controlling features for your account.
To show the download button for all users who can use the interaction content player, switch off the Interaction Player - Hide content download buttons for non-admins feature.
How do I control individual user’s access to interaction content?
In the User Access area of Vonage Contact Center admin portal, you can control what content users can access and what tasks they can perform on this content. To do so, you must edit their permissions in the applicable linked account. For information about editing linked account permissions, see Configuring admin and supervisor feature permissions.
View outbound interaction content
To enable a supervisor or admin user to view outbound interaction content, go to Interaction Content in the Full permissions list section. Select yes in the View outbound interaction content list. Click Save to save your changes.
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The View outbound interaction content permission enables the supervisor or admin user to view all outbound interaction content, regardless of which lines they have access to. For information about configuring access to inbound interaction content, see Line Permissions in Configuring individual users. |
Access groups of users' content (overrides line permissions)
The Access groups of users' content (overrides line permissions) permission enables a supervisor to see interaction content based on the groups they manage. If an interaction was handled by an agent within those groups, the supervisor has access to see content related to that interaction. Go to Interaction Content in the Full permissions list section and set this permission to yes to ignore any Line Permissions settings defined for supervisor.
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In this example, Access groups of users' content (overrides line permissions) is set to yes for a supervisor and that supervisor manages two groups:
The supervisor can see only interaction content related to interactions that involved Agent A, Agent B, Agent C, or Agent D. |
This permission works with View outbound interaction content and View inbound interaction content permissions. You can only allow supervisor to see inbound interaction content limited to groups he can manage.
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For information about setting up groups, see Configuring groups. |
When permission is set to no, search results are limited by line permissions.
View screen recordings
To enable a supervisor or admin user to view screen recordings, go to Interaction Content in the Full permissions list section. Select yes in the View Screen Recordings list. Click Save to save your changes.
Delete interaction content
To enable a user to delete interaction content files, go to Interaction Content in the Full permissions list section. Select yes in the Delete Call Recordings list. Click Save to save your changes.
Add or delete interaction content comments
To enable supervisor or admin user to add or delete comments or both, go to Call Recording Comments in the Full permissions list section. Select yes in the Add comments list to enable the user to add comments. Select yes in the Delete comments list to enable the user to delete comments. Click Save to save your changes.