Recorded Interactions with Web Player

Quick Filter Menu

The Quick Filter menu provides a selection of basic filters that can make it easier to locate specific recordings in the system. The available Quick Filters depend on the settings configured by the inContact WFO administrator. For more information, see Quick Filters.

Filter Bar

Filter
Launches the Filter page so you can access advanced filter options, save commonly-used filters, and set a default filter. For more information, see Filters.
Previous Filter
Allows you to clear current selections and return to the previously-selected filter. Leaving the page clears this setting. When you return to the Recorded Interactions with Web Player page, the default filter is displayed and Previous Filter is disabled.
Current Filter
Displays the fields associated with the currently-displayed filter. In this image, no filter is applied. Removing all filters displays all call recordings in the system. This can cause performance issues, especially if there are a lot of calls in your system.
Settings
Launches the Settings page so you can customize the appearance of the page and the operation of the Web Player.

Recording Information Fields

The main portion of the page displays recorded interactions and their metadata fields. You can select which columns are displayed from the Settings page. You are the only one affected by these changes. inContact WFO remembers the settings and displays the Recorded Interactions with Web Player page the same way the next time you log in.

You can click and drag columns to the left or right to change their display order, and sort records (Low to High, High to Low, A to Z, Z to A) by clicking the column header and then clicking the up or down arrows that appear. inContact WFO does not save sorting choices if you leave the page.

inContact WFO allows administrators to customize field names and terminology for the Recorded Interactions with Web Player page to fit their unique environment. Therefore, the field names shown below may differ from those seen in individual implementations.

Default Columns

The following columns display by default. You can choose not to display them from the Settings page.

Flagged
Displays a flag icon if a user has flagged the recording.
Record ID
Displays the internal identifier generated by inContact WFO for the specific recording.
Bookmarked
Displays a bookmark icon if a user has added bookmarks to the recording.
First Name
Displays the first name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the first name of the agent who originated the interaction.
Last Name
Displays the last name of the agent involved in the recording. For internal calls (that is, involving two agents), displays the last name of the agent who originated the interaction.
Voice Port
Displays the inContact voice port associated with the recording.
Time Recorded
Displays the date and time the interaction was recorded. By default, inContact WFO displays time based on the time zone in which the recording server resides, but provides the option to allow times to be shown based on each user's time zone. Your system administrator can tell you how the system is configured.
Duration
Displays the duration of the recorded contact.
Video
Displays a video icon if screen activity was recorded for this interaction. inContact Screen Recording is an optional component. Even if your organization uses screen recording, the system may not record screens for every call.
Evaluations Completed
Displays the number of inContact Quality Management evaluations that have been completed and saved for this recording
QA Score
Displays the average overall score for all inContact Quality Management evaluations that have been completed and saved for this recording.

Other Columns

The following columns do not display by default. You can choose to display them from the Settings page.

CallerID (ANI)
Displays the caller's number. Applies to inbound calls only.
Call Direction
Displays an I for inbound calls or an O for outbound calls.
Call ID
Displays the Call ID assigned from the inContact Cloud Contact Center to identify the call.
Channel
Displays the internal identifier generated by inContact WFO for the channel on which the interaction was recorded.
Agent Number
Displays the inContact Agent ID associated with the agent who made or received the call.
Number Called DNIS
For outbound calls, displays the phone number or extension that the agent called. For inbound calls, displays the number that the caller dialed to reach the agent. Values in this field are dependent on the information being available at the time of recording.
Filename
Displays the full UNC path, including file name, for the recording.
ACD Gate
Can be mapped to a custom filter created in Studio. Ask your system administrator whether this has been done in your system.
Global ID
This field is no longer used in inContact WFO.
Group
For inbound-routed ACD calls, displays the Skill Name from the inContact Cloud Contact Center.
Wrap Duration
Displays the duration of wrap time for the interaction.
Total Hold Time
The total amount of time a call was in a "hold" status, according to your PBX/ACD. Availability of this feature and how it is calculated varies depending on your integration. Hold time is treated the same way as silence in playback.
Self-Evaluation Score
Displays the average overall score for all inContact Quality Management self-evaluations that have been completed and saved for this recording. The value is calculated when the page is displayed by dividing the total score for all self-evaluations by the total possible score for all self-evaluations associated with the interaction. Scores are rounded to the nearest whole number (that is, 49.7% displays as 50%). If there are no self-evaluations for the interaction, the field is blank.
Calibration Score
Displays the average overall score for all inContact Quality Management calibrations that have been completed and saved for this recording. The value is calculated when the page is displayed by dividing the total score for all calibration evaluations by the total possible score of all calibration evaluations associated with the interaction. Scores are rounded to the nearest whole number (that is, 49.7% displays as 50%). If there are no calibration evaluations for the interaction, the field is blank.
Survey Score
This field is not used in Hosted inContact WFO.

User Columns

These additional custom data fields are used as follows:

  • User 1-8 can be mapped to an IVR script variable using Studio, thereby displaying custom data.
  • User 9 can be edited from the Recorded Interactions page (by users with appropriate permissions), and labeled to reflect the field's content. The field can accept up to 50 alphanumeric characters.
  • User 10 can be edited from the Recorded Interactions page (by users with appropriate permissions), and labeled to reflect the field's content. The field can accept up to 50 alphanumeric characters.
  • User 11-15 are reserved for inContact data.

Other applications may be available. Your inContact WFO administrator can tell you which of these fields (if any) are used by your organization, and you can choose to display them by adjusting the list settings.

Related Tasks