Apply Manual Blackouts to Recordings

Required Permission — WFO>Call Recording>Player Blackout>Allow

OverviewClosed

Blackouts are usually handled during the original interaction by the inContact WFO applicationor by an agent using the Mask feature in their Agent application.

This topic explains how to apply a manual blackout to a completed recording.

For more information, see Working with Recordings Overview, Blackouts Overview, or both.

Manual blackouts result in permanent deletion of audio and video information from the file, and cannot be undone.

Manual blackout functionality is not available in the HTML5 Interaction Player.

  1. Follow the procedure for Play Recordings.
  2. Note the start and end times of the portion to be blacked out as shown in the waveform display.
  3. Right-click in the waveform display and drag to select an area of the recording.
  4. In the Start field, enter the time at which the blackout should begin.
  5. In the Stop field, enter the time at which the blackout should end.
  6. Click OK, and then click OK again to confirm the blackout.

See Also

  • Finding Recordings Overview — for more information on locating specific recorded interactions
  • Web Player — for more information on the waveform display in the Web Player interface.