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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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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