Overview of Interaction Content
- Helen Griffith
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.
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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.
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 related content; interactions that have no related content 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 |
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 interactionVisual 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).  indicates that the audio recording has been analyzed (Conversation Analyzer only)
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| <column without header> | When you move your 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. |
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 Listening to an audio recording in Listening to, viewing, and commenting on interaction content.
Screen recordings
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.
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 Viewing 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 Commenting on interaction content in Listening to, viewing, and commenting on interaction content.
Chat transcripts
If agents can receive and send chats, users can view transcripts of any chats. For information about viewing chat transcripts, see Viewing chat transcripts in Listening to, viewing, and commenting on interaction content.
Notes and disposition codes
If any agent involved in interactions added notes, a disposition code, or both, before or during the interaction, users can see those notes and disposition codes. For information about viewing notes and disposition codes, see Viewing an interaction's notes and disposition codes 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.
For general assistance, please contact Customer Support.
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