Recording Playback Overview

You can play recordings in Uptivity using the NICE Uptivity Web Portal. Depending on the system's configuration, you may be able to use the Web Player (sometimes referred to as the Silverlight player) or the HTML5 Interaction Player. The Web Player is not supported by Google Chrome, Mozilla Firefox, or Microsoft Edge; the HTML5 Interaction Player is not supported by Internet Explorer. Most systems are configured to use the HTML5 Interaction Player, but if you need to support Internet Explorer, your system has likely been configured to use the Web Player. The HTML5 Interaction Player is only available and supported with audio-only playback.

The Web Player launches when you take action to play a recording from the Call List. The HTML5 Interaction Player launches when you take action to play a recording from the Recorded Interactions list. You 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 your organization NICE Uptivity Screen Recording)

You can customize the playback experience using settings that control how the Web Player and HTML5 Interaction Player operate.

Permissions may limit the recordings you 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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