Recording Playback Overview
Playing recordings in inContact WFO is done from within the inContact WFO Web Portal. Depending on the system's configuration, users may be able to use the Web Player (sometimes referred to as the Silverlight player) or the HTML5 Interaction Player. The HTML5 Interaction Player does not currently support live monitoring, speed-adjusted playback, screen recording playback, or Microsoft Internet Explorer.
The Web Player launches when users take action to play a recording from the Call List. The HTML5 Interaction Player launches when users take action to play a recording from the Recorded Interactions list.
Users can choose whether to launch the player in the same browser window or in a new window.
Both players can include up to three panes:
- Playback Details Pane
- Layer Details Pane
- Screen Capture Pane (if the organization inContact Screen Recording)
Users can customize the playback experience using settings that control how the Web Player and HTML5 Interaction Player operate.
Permissions may limit the recordings users can play. For example, agents may have access to only their own recorded interactions, and supervisors may have access to only their team's or group's recordings.
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