Recording > Recording Playback > Working with Recordings Overview

Working with Recordings Overview

The inContact WFO Web Portal 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 also 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

Blackouts are usually handled by the inContact WFO application or by an agent using On-Demand. If you listen to a recorded interaction and find sensitive information that was not blacked out, you can apply a blackout manually.

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 Call List for notated records and the contents of the bookmark are visible when you play back the call.

Bookmarks and their contents are searchable using Call List 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 Call List and are associated with the entire recording. Internal bookmarks are created from the Web 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 Call List and you can filter the recordings displayed in each list by category. Categories can be:

  • Private — can be seen only by their creator and by superusers, and only these people can add or remove recordings from a private category.
  • Public — can be seen by any user with access to the Call List. However, users can see only the calls within a public category for the inContact Groups and ACD Group(s) to which they have access. Only the creator of a public category can add calls to or remove calls from a public category.

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.

Archive Options

This option does not apply in Hybrid systems, which use File Retention Actions instead of Archive Actions.

Archiving strategies are set by your inContact WFOadministrator. However, there may be times when you want to change the disposition of a single recording.  For example, your system may be set to purge call records after six months, but you find a recording that you want to keep indefinitely for training purposes. Or you might find a call that should not have been recorded and needs to be purged.

From the Call List, you can manually apply any archive action that has already been created by your inContact WFO administrator. You will be able to see the action that will apply to the call if you make no changes and the date on which that action will take effect. When you select a new archive action, it will be effective that day.

Exporting

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.

Files are exported to the location specified by your inContact WFO administrator. Because filenames in inContact WFO are non-intuitive by design, you can create custom filename masks and use them with exported calls to make the filenames more meaningful. If you do not have access to that directory, talk to your inContact WFO administrator. If you are working from the Call List, you can send the file to an email account if you have permission to export via email and if your system is configured to use SMTP.

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 WFOadministrator.

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 the inContact WFO Web Portal. 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).

If you export multiple recordings at once, inContact WFO creates a zip file which contains all the files in the specified file format. The name of the zip file is the Record ID of the first record in the batch (for example, 1775.zip).

You can also export the Call 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 export the same columns that are available in your Call List settings. 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 is only available from the Call List if:

  • Your organization’s recording environment supports call segments,
  • The call segments feature is enabled in your inContact WFO Web Portal, and
  • The recording has related segments.

If one or more of these criteria do not apply, you will not see an option for finding call segments in the Call List. Ask your inContact WFO administrator if you are unsure whether the call segments feature is used in your organization.

Call segments are separate, but related, call recording files. Users may consider an interaction one call, but inContact WFOmay have multiple, separate recording files, or segments, for that interaction. Examples include:

  • Transferred calls — an agent transfers a call to another agent or supervisor.
  • Conference calls — multiple call recordings may be created based on the number of call participants and the call instancing.
  • Related calls — transfers, conferences, or calls performed by one or more agents involved in an original call. For example, if an agent is on a call, puts the first call on hold, calls a supervisor, ends the supervisor call, and returns to the original call, the call to the supervisor is a related call.

When you use the Find Call Segments option, you can tell inContact WFO to determine related calls in one of two ways:

  • All Segments of This Call — related call segments are returned based on a segment ID value that establishes them as part of the same call
  • Include Possibly Related Recordings — in addition to returning all call segments, inContact WFO will also return any calls that:
    • Began between the start of the first segment and the end of the last segment, and
    • Are associated with an agent involved in any of the segments.

This feature provides a comprehensive record of an interaction by identifying all recordings related to that interaction and displaying them together in chronological order. It does not provide any permissions beyond those you already have for individual call recordings. If you can see and review only your own call records, the system displays only your records using the Find Call Segments option. For example, if you transferred a call to another agent, you will see the initial call record but not the call record for the portion of the interaction conducted by the second agent after the transfer.

The Find Call Segments option ignores any filters currently applied to the Call List because some segments might not fit the criteria of filters such as time recorded, agent, or inContact Group.

Edit Or Delete

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

You can edit or add information (metadata) to an individual call record after the call has been captured in the system. inContact WFO provides multiple user-defined fields that can be edited from within the Call List, and you can search and filter on these fields. Your inContact WFO administrator defines if and how these fields are used in your organization.

Depending on the fields used, the number of characters you can type may be different. General limitations for field length are shown here (ask your administrator if you have questions about the specific fields in your system):

  • User 1 through User 3 — Up to 20 alphanumeric characters
  • User 4 through User 8 — Up to 255 alphanumeric characters
  • User 9 through User 15 — Up to 50 alphanumeric characters

You can only see information that has been added to a call record if the Call List settings are configured to display the specific user-defined fields.

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 Call List. The audio, video, and metadata files will be deleted the next time files are purged. Ask your inContact WFOadministrator for more information.

Copying 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 inContact WFO Web Portal, 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.

Viewing Associated Items

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.

If your organization uses inContact Survey, you may be able to view completed surveys associated with a recording if you have the correct permissions.

Related Themes

Related Tasks

Related References