The Interaction Content Search area of the Vonage Contact Center (VCC) Admin Portal contains the interaction content—audio and screen recordings—for your account.
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Go to Interaction Content Search, and optionally filter and sort the results. For information about accessing Interaction Content Search and Content and filtering and sorting the results, see Searching for interaction content.
When you have found the call recording you want open, click the GUID in the interaction's row.
The link click the Open player icon in rightmost column of this interaction row after moving your mouse over the row:
The icon opens a page with the chosen audio recording and, if available, screen recording.
How do I listen to an audio recording?
In Interaction Content Search, you can listen to any audio recording for your account.
To listen to an audio recording, perform the following steps, open the call recording player. For information about opening the call recording player, see How do I open the call recording player? earlier in this page.
Click the play icon to play the recording. Use the following controls before, during, and after playback:
Move the recording's slider to rewind or fast-forward to a specific place in the recording.
Click the buttons below the slider to play the recording, rewind or fast-forward the recording 10 seconds, mute the recording, or download the recording.
Move the volume's slider to adjust the volume. Click the speaker icon to mute the audio recording.
- Click the arrow alongside the play icon to change the playback speed:
How do I view a screen recording?
In Interaction Content Search, if enabled, you can view any screen recording for your account. To do so, you must open the call recording player. For information about opening the call recording player, see How do I open the call recording player? earlier in this page.
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Before the video starts, the text at the bottom of the player indicates when it will start: Screen recording starts at number of seconds.
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Click the comment icon at the right of the player at an appropriate time for your comment. A pop-up window appears.
Type your comment into the box and click +Add to save. Your comment appears below the recording and an icon appears at the comment's location in the recording.
You can create multiple comments. Comments are sorted by their position in the recording.
To go to the location of the comment in the recording, click the comment's time stamp.
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How do I download audio and screen recordings?
BeforeIf enabled for your account, before, while, and after listening to or, if enabled, viewing a recording, you can download the recording or recordings. If you can view screen recordings, you can also download these if enabled for your account.
Click the download icon to download the recording or recordings to the default download location on your machine.
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If a screen recording is available for this interaction, the download may not start for a few seconds. |
How do I analyze an audio recording?
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