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The Interaction Content area of the Vonage Contact Center (VCC) Admin Portal contains the interaction content — audio and screen recordings — for your account.

In this page

Table of Contents

Interaction Content home page

The Interaction Content home page is in two sections. The top section contains search parameters and the bottom section displays the results of the last search.

Interaction Content home pageImage Added

In the top section, users can enter criteria to search for interaction content. For information about searching and filtering interaction content, see How do I search or filter interaction content search results? in Searching for interaction content.

The results section displays the search results presented in a table. Search results include only interactions that have recorded content; interactions that were not recorded do not appear.
When users first visit Interaction Content, the results section contains interaction content for the last 24 hours. For information about sorting interaction content in the results table, see How do I sort interaction content search results? in Searching for interaction content. The table contains the following columns:

Column

Description

Direction

The direction of the call—inbound Inbound interaction iconImage Added or outbound Outbound interaction iconImage Added.

Date/Time

The date and time when the audio recording for the interaction ended. The date and time format is MM/DD/YYYY h:mm:ss tt, for example, 07/31/2020 3:00:00 PM.

Duration

The duration of the audio recording. Value is present only if audio recording took place during that interaction.

From

For an inbound call, From contains the customer’s number. For an outbound call, From contains the presented CLID.

To

For an inbound call, To contains the number that the customer used to initiate the call. For an outbound call, To contains the customer’s number.

Agent ID

The agent's unique (in your account) ID. Multiple IDs are displayed if many agents took part in the conversation.

Type

One or more icons indicating the type of interaction content available. The following icons can appear:

Audio recording iconImage Added  indicates that an audio recording is available for the interaction
Screen recording iconImage Added  indicates that a screen recording is available for the interaction
Info
titleVisual Engagement recording

This icon can also indicate that a Visual Engagement recording is available. For information about Visual Engagement, see Video and screen sharing (Visual Engagement).

Analyzed audio recording iconImage Added indicates that the audio recording has been analyzed (Conversation Analyzer only)
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When you move mouse cursor over one of search result rows, the column displays icons representing actions that you can perform on a particular single interaction:

Interaction actionsImage Added

Clicking the first icon opens the call recording player.
Clicking the second icon copies the interaction's unique ID.
Clicking the third icon deletes all content related to this interaction.

Call recording player

Available interaction content appears in the call recording player.

Audio recordings

The audio recording player provides the ability to fast-forward and rewind 10 seconds, must, and — if enabled — download the audio recording. For information about listening to audio recordings, see How do I listen to an audio recording? in Listening to, viewing, and commenting on interaction content.

Screen recordings

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_ExcerptScreenRecordingOverview
_ExcerptScreenRecordingOverview
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The call recording player’s controls — play, pause, fast-forward and rewind — work on both recordings together. Volume controls only work on audio recordings.

For information about viewing screen recordings, see How do I view a screen recording? in Listening to, viewing, and commenting on interaction content.

Interaction content annotation

If enabled for your account, in addition to listening to an audio recording and viewing a screen recording, users can add and delete comments about the handling of the recorded call. For information about adding and deleting audio recording comments, see How do I comment on interaction content? in Listening to, viewing, and commenting on interaction content.

Conversation Analyzer

If enabled for your account, in addition to listening to and annotating an audio recording and viewing a screen recording, users can use the Conversation Analyzer.

For information about Conversation Analyzer, see Conversation Analyzer.