Working with Recordings Overview

Task Details Screen Details

The Recorded Interactions page provides access to recordings made by inContact WFO. In addition to listening to audio recordings and viewing screen recordings, there are a number of other tasks you can perform based on your permissions and the inContact WFO modules used by your organization.

Permissions may limit the recordings you can access. For example, you may have permission to perform a certain task but only in relation to a subset of recorded interactions. If you need to perform a particular task or access a specific recording, and are unable to do so, see your inContact WFO administrator.

Manual Blackouts

This feature is available only if you use the Recorded Interactions with Web Player.

Blackouts are usually handled by the inContact WFO application or by an agent using an inContact Agent application. If you listen to a recorded interaction and find sensitive information that was not blacked out, you can apply a blackout manually. For more information on blackouts, see inContact WFO Security Overview.

Manual blackouts result in a permanent deletion of audio and video information from the file, and cannot be undone. Permission to apply manual blackouts is typically granted only to high-level administrators.

Bookmarks

Bookmarking allows you to add a free-form text note to a recording. An icon appears in the Bookmark column of the Recorded Interactions page for notated records and the contents of the bookmark are visible when you play back the call.

Bookmarks and their contents are searchable using filters. They can contain up to 200 characters (including spaces).

Bookmarks can be either public or private. Public bookmarks can be read by any users who have access to play back the selected recording. Private bookmarks can be read only by you, and other users will not even see a bookmark icon for the recording.

inContact WFO supports both internal and external bookmarks. External bookmarks are created from the Recorded Interactions list, and are associated with the entire recording. Internal bookmarks are created from the Web Player or HTML5 Interaction Player, and are usually associated with a specific portion of a recording. You can have multiple bookmarks per recording.

Categories

Categories allow you to organize recordings into relevant groupings for future reference. For example, you might create a category named "Irate Customers" that includes calls where the agent did a great job in calming and satisfying a customer. Another category could be "FCR" with examples of effective first call resolution.

Categories are managed in the Quick Filters area of the Recorded Interactions page, and you can filter the recordings displayed in the interactions list by category. Categories can be:

  • Private — can be seen only by their creator, and only these people can add or remove recordings from a private category. Private categories are available on both the Recorded Interactions with Web Player and the Recorded Interactions with HTML5 Interaction Player page.
  • Public — can be seen by any user with access to the Recorded Interactions list. However, users can see only the calls within a public category for the Groups and inContact Skill(s) to which they have access. Only the creator of a public category can add calls to or remove calls from a public category. Public categories are available on both the Recorded Interactions with Web Player and the Recorded Interactions with HTML5 Interaction Player page.
  • Shared — can be seen by any user with access to the Recorded Interactions list, and any user can add calls to or remove calls from a shared category. However, users can see only the calls within that category for the Groups and inContact Skill(s) to which they have access. Shared categories are available only on the Recorded Interactions with HTML5 Interaction Player page.

Flags

Flagging a recording displays the flag icon on the selected record so you can more easily see certain calls. You can select multiple recordings and flag them at the same time. The flag does not affect reporting or other inContact WFO functions. Flags can be removed when they are no longer needed.

Export Recordings

If you have permission to do so, you can export a recording to save it for special purposes or to send it to someone who does not have access to the inContact WFO Web Portal.

You can export via email or via download. When you export via download, files are exported to the location specified in your browser settings. These two export options are controlled by separate permissions, so a user could have permission to export via email but not via download if necessary.

Recordings can be exported in any of these supported file types:

  • MP3 — Suitable for playback on most computer and portable media players. File sizes can be large depending on call length; this can cause issues when emailing the file.
  • WAV — Compatible with most computer media players. Uses GSM compression to achieve a very small file size. Ideal for transfer via email or other methods.
  • VOX — An older file type, normally used for playing back over a telephony system. Not compatible with most computer or portable media players.
  • CAV — Proprietary format that contains both the audio and video (if applicable) for a call. Requires the Discover CAV Player application for playback, which is available from your inContact WFO administrator.

You can export multiple recorded interactions at one time. However, once an export has started you must wait until it completes before you can continue working in inContact WFO. It is thus a good idea to limit the number of files you export in a single batch to less than 200 (or even less if calls themselves are lengthy).

You can create custom file name masks and use them with single or multi-call exports. inContact WFO file names are non-intuitive by design, so using file name masks can make the names more meaningful. The file name of the export is export.zip, even if you exported a single file. When you open the zipped file, the individual file(s) are named according to the chosen filename mask.

You can also export the Recorded Interactions list. This allows you to generate a comma-separated values (CSV) file containing information that you define during the export process. The file can be used in external reports or for other purposes.

You can choose the fields to be exported for each record. If you have a filter in place when you export the list, only the filtered results appear in the CSV file.

Call Segments

The Find Call Segments option does not apply to Hosted systems.

Edit Or Delete Metadata

For security reasons, you cannot edit the audio or video content of a recorded interaction in inContact WFO.

You can add information (metadata) to an individual call record after the call has been captured in the system, and you can edit that information later. inContact WFO provides multiple user-defined fields that can be edited from the Recorded Interactions page, and you can search and filter on these fields. Some of these fields are reserved for use by inContact. Others may be used in custom scripting. Your inContact WFO administrator can tell you if and how these fields are used in your organization.

Depending on the fields used, the number of characters you can enter may be different. For more information, see Recorded Interactions with Web Player or Recorded Interactions with HTML5 Interaction Player.

You can only see information that has been added to a call record if the Recorded Interactions page settings are configured to display the specific user-defined field to which the information was added.

Delete Recordings

You can delete recorded interactions if you have the correct permissions. Deleting a call record removes the record of the call from the database and also deletes any audio and video files associated with the call. However, any evaluations and scores associated with the call are not deleted in order to preserve historical and reporting accuracy. A record of the user performing the deletion is written to the system's audit log.

Deletion causes the record to be deleted from the database immediately and it will disappear from the Recorded Interactions list. The audio, video, and metadata files will be deleted the next time files are purged. Ask your inContact WFO administrator for more information.

Copy a Recording Link

You can provide an individual recording link to another user so they can easily access the recording directly. That user must have the ability to access the Recorded Interactions page, and have permission in inContact WFO to access the recording. For example, a user who is limited to viewing their own recordings could not see recordings for another user, even if you send them the link.

View Completed Evaluations

In most organizations, users can view completed evaluations associated with their own calls. Other evaluations may be available depending on the recordings to which you have access.

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