Listening to, viewing, and commenting on interaction content

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

Opening the interaction content player

To open the interaction content player, perform the following steps:

1. Go to Interaction Content, and optionally filter and sort the results. For information about accessing Interaction Content and filtering and sorting the results, see Searching for interaction content.

2. When you have found the interaction whose content you want view, click the Open player icon in the rightmost column of the interaction's row:
   
   The interaction content player opens in a new browser tab.

Listening to an audio recording

In Interaction Content, you can listen to any audio recording for your account.

To listen to an audio recording, perform the following steps, open the interaction content player. For information about opening the interaction content player, see Opening the interaction content 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:
  

Viewing a screen recording

In Interaction Content, if enabled, you can view any screen recording for your account. To do so, you must open the interaction content player. For information about opening the interaction content player, see Opening the interaction content player earlier in this page.

If a screen recording is available, two video players appear between the timeline and controls. One or both videos—depending on how many screens an agent chose to share—will play the activity recorded during the interaction.

The call recording player synchronizes the audio and screen recordings. The player runs for the duration of the interaction because the audio recording generally starts before the screen recording, and the screen recording generally continues after the audio recording ends. Screen recording also continues during pauses and holds in the audio recording.

Before the video starts, the text at the bottom of the player indicates when it will start: Screen recording starts at number of seconds.

Before and during playback, to expand one or other of the videos, click anywhere on the video. Click again to shrink it.

To switch which screen appears in which video player, click the drop-down list below each video player and click which screen you want to appear.

To control the recording, use the controls as described in the Listening to an audio recording section earlier in this page. The volume controls only affect audio recordings.

Commenting on interaction content

If enabled for your account, before, during, and after listening to an audio recording and viewing a screen recording, you can add comments to the recordings.

Click the comment icon at the right side 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.

To delete the comment, if enabled, click the delete icon to the right of the comment.

Downloading audio and screen recordings

If enabled for your account, before, while, and after listening to 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.

If screen recording is enabled for your account and a screen recording is available for this interaction, clicking the download icon will download both the audio and screen recordings in a .zip file.
If screen recording is not enabled or a screen recording is not available for this interaction, clicking the download icon will download only the audio recording in a .wav file.

Viewing chat transcripts

If agents can receive and send chat messages, you can view transcripts of chats in Interaction Content.

To view a chat transcript, open the interaction content player for a chat interaction as indicated by the chat icon . For information about opening the interaction content player, see Opening the interaction content player earlier in this page.

The date of the chat appears at the top — unless the chat took place today. If the chat lasts for multiple days, The contact's messages appear on the left side of the transcript and any bot or agent messages appear on the right.

Attachments appear in the chat transcript at the time the contact sent them. Click the download icon  to download the attachment.

Viewing an interaction's notes and disposition codes

In Interaction Content, you can view notes and disposition codes left by agents during an interaction.

To view notes and disposition codes, open the interaction content player for any interaction with notes, a disposition code, or both, as indicated by the notes icon . For information about opening the interaction content player, see Opening the interaction content player earlier in this page.

Notes and disposition codes appear slightly differently depending on the type of interaction.

• Calls

  Below the audio and screen recording sections, Call Notes appears. Call Notes contains a log for each agent involved in the interaction who logged information about their involvement. Logs are presented in time order, with the earliest log first.
  

• Chats
  

  Below the chat transcript, Agent Notes appears. Agent Notes contains a log for the agent involved in the interaction (only one agent can be involved in a chat at this time) if they logged information about their involvement in the interaction. 
  
  If the agent didn't log their involvement in the interaction, a message appears.
  

In both cases, a log includes the agent's name, the disposition code (if provided), notes (if provided), and the date and time they logged the interaction.

Analyze an audio recording

If Conversation Analyzer is enabled for your account, you can also analyze your audio recordings. For information about analyzing audio recordings, see Analyzing a call recording.