The Interaction Content area of the Vonage Contact Center (VCC) Admin Portal contains the interaction content—audio content — audio and screen recordings—for recordings — for your account.
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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.
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.
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Column | Description | |||||
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| Direction | The direction of the call—inbound | |||||
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:  indicates that an audio recording is available for the interaction indicates that a screen recording is available for the interaction
 indicates that the audio recording has been analyzed (Conversation Analyzer only) | |||||
| <column without header> | 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:
Clicking the first icon opens the call recording player. |
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The audio recording player provides the ability to fast-forward and rewind 10 seconds, must, and — if enabled — download or mute 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.
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The call recording player’s controls— controls — play, pause, fast-forward and rewind—work rewind — work on both recordings together. Volume controls only work on audio recordings.
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