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Audio recording — when the audio for a call is recorded, an audio recording file is available and is indicated by a microphone icon.
Screen recording — if the agent’s screen was recorded, a screen recording file is available. The screen recording is indicated by a camera icon and contains a video of the agent’s screen, or screens, for the duration of the interaction.
- Visual Engagement meeting recording — if Visual Engagement is enabled for your account and an agent's meeting was recorded, a recording of the meeting is available. For more information, see Viewing recordings of Visual Engagement meetings.
Analyzed call — if Conversation Analyzer is enabled for your account, an analyzed call is indicated by a document icon. Along with the audio file — and screen recording file, if available — an analyzed call includes additional data, such as an overview, a call time breakdown, a category filter and a conversation transcript. If sentiment analysis is enabled for your account, an analyzed call will also include a sentiment summary. For information about Conversation Analyzer, see Conversation Analyzer.
- Chat transcript — if agents can receive and send chats, a chat transcript is indicated by a chat icon.
- Notes and disposition code — if any agent involved in the interaction added notes, a disposition code, or both, before or during the interaction, the notes and disposition code are available. Notes are indicated by a notes icon.
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