Working with Recordings Overview

Task Details Screen Details

The NICE Uptivity Web Portal provides access to recordings made by Uptivity. 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 Uptivity 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 Uptivity administrator.

Manual Blackouts

This feature is available only if you use the Call List.

Blackouts are usually handled by the Uptivity 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. For more information on blackouts, see Uptivity 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 Call List or 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.

Uptivity supports both internal and external bookmarks. External bookmarks are created from the Call List or 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 Call List or 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 by superusers, and only these people can add or remove recordings from a private category. Private categories are available on both the Call List and the Recorded Interactions page.
  • Public — can be seen by any user with access to the Call List or Recorded Interactions list. However, users can see only the calls within a public category for the QA 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. Public categories are available on both the Call List and the Recorded Interactions 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 QA Groups and ACD Group(s) to which they have access. Shared categories are available only on the Recorded Interactions 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 Uptivity functions. Flags can be removed when they are no longer needed.

Archive Options

Archiving strategies are set by your Uptivity administrator. 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 or Recorded Interactions list, you can manually apply any archive action that has already been created by your Uptivity 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.

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 NICE Uptivity 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. Your Uptivity system must also be configured to use SMTP for the email export option to work.

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 Uptivity 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 Uptivity. 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. Uptivity file names are non-intuitive by design, so using file name masks can make the names more meaningful. If you export a single recording, the file name mask is applied to the file. If you export multiple recordings, the file name of the export is export.zip. When you open the zipped file, the individual files are named according to the chosen filename mask.

You can also export the Call List or 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 is only available if all of the following are true:

  • Your organization’s recording environment supports call segments
  • The call segments feature is enabled
  • 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. Ask your Uptivity 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 Uptivity may 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 Uptivity 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, Uptivity 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 or Recorded Interactions list because some segments might not fit the criteria of filters such as time recorded, agent, or QA Group.

Edit Or Delete Metadata

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

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. Uptivity provides multiple user-defined fields that can be edited from the Call List or Recorded Interactions page, and you can search and filter on these fields. Your Uptivity 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 Call List or Recorded Interactions.

You can only see information that has been added to a call record if the Call List or 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 Call List or Recorded Interactions list. The audio, video, and metadata files will be deleted the next time files are purged. Ask your Uptivity 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 NICE Uptivity Web Portal page, and have permission in Uptivity 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 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 NICE Uptivity Survey, you may be able to view completed surveys associated with a recording if you have the correct permissions. This option is only available in the Call List.

Related Themes

Related Tasks

Related References