Recording Playback

You can play any of the recorded interactions from the NICE Uptivity Web Portal. The Recorded Interactions page in the NICE Uptivity Web Portal lists all of the recordings currently available for playback. Permissions may limit the recordings that appear on your list. For example, agents may have access only to their own recorded interactions, and supervisors may have access only to their team's or group's recordings.

When you work with recordings, you can bookmark or flag the recording; evaluate the agent; send a link to the recording to another user; and more. You can manage your recordings by deleting or archiving them; organizing them into categories; editing their associated information (metadata); and more. Depending on your permissions, you may be able to perform some or all of these tasks.

To help you locate the recordings you need, the Recorded Interactions page provides a filtering tool and a search option. You can use filters to limit the results using multiple criteria, such as agent and caller ID. You can search for recordings based on a single criterion, such as group name. Additionally, you can create categories and assign recordings to them, which can help you locate recordings again later.

The HTML5 Media Player opens automatically when you play a recording. The player opens by default in the Recorded Interactions page, but you can opt to open it in a new window instead. In addition to playing recordings, the Media Player displays additional information about the interaction, such as bookmarks or any tagged events that happened during the interaction, such as screen locks or blackouts.

Color Coding and Event Tags

Color coding and event tags in the Media Player help you identify when various events happen during an interaction. You can see and interact with this information in the Video/Audio pane and the Details pane when you play a recording. Uptivity automatically adds tags to recordings when any of these events happen:

Event	Color	Icon	Details
Blackouts	Dark Grey		When a blackout occurs during a call, Uptivity adds a blackout tag to the recording.
Bookmarks	Dark Magenta		When a user adds a bookmark, Uptivity adds a bookmark tag to the recording. Internal bookmarks tags appear in the recording at the location where they were added (as seen in the waveform display in the Media Player), while external bookmark tags appear at the beginning of the recording in the waveform display. Additional information about all bookmarks is available in the Bookmark column in the Recorded Interactions list.
Crosstalk	Red		When Uptivity detects that both people on a call are speaking at the same time, it adds a crosstalk tag to the recording.
Missing Video Segment	Grey		When a segment of screen capture video is missing from the recording, Uptivity adds the missing video segment tag. Missing video results when there is a network error or if the agent's computer crashes or loses connection during recording. In NICE Uptivity Screen Recording, information about the call is sent from the agent's computer to the server in 1-minute segments, where it is then compiled into the whole recording file. If something happens during transfer of one or more of the segments, the segment is lost and cannot be recovered. Missing video segments are not the same as call segments. Call segments are separate, but related, recording files. Video segments are segments of video that make up a single recording file.
Screen locks	Navy Blue		Uptivity adds a screen lock tag anytime the agent locks their screen during a call.
Silence	Orange		Uptivity adds a silence tag anytime it detects that no one is speaking during a call, if your system is configured to detect silence.
Speech Analytics	Neon Green		If your organization uses this feature, Uptivity adds a color-coded tag to the recording every time a word or phrase matches one that the speech analytics system is configured to track.

You can access more information about each tag in a recording in the Details pane in the Media Player, such as the point in time during the interaction that the event occurred, and, if applicable, how long it lasted. For bookmarks, you can edit and delete any books that you added to the recording. For speech analytics, you can see the word or phrase that the system matched.

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.

Manage your categories in the Quick Filters menu on the left side of the Recorded Interactions page. When recordings are in categories, you can filter recordings in the interactions list by category. There are three parent categories, and all custom categories will be one of these types:

• Private — Can be seen only by their creator, and only the creator can add or remove recordings from a private category. Private categories are available on the Recorded Interactions 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 QA GroupsA way to organize Agents, usually by department. and ACD Group(s)The group setting in your ACD/PBX (for example, hunt group, skill group, or labor group). 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 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 each subcategory for the QA Groups and ACD Group(s) to which they have access. Shared categories are available only on the Recorded Interactions page.

Bookmarks and Flags

Bookmarks allow you to add free-form text notes to a recording. Bookmarks and their contents are searchable using filters. They can be either:

• External—Associated with the an entire recording.
• Internal—Associated with a specific section of a recording.

They can also be either: 

• Public—Everyone who has access to the recording can see the bookmark.
• Private—Only the person who created it can see the bookmark.

You can add and edit bookmarks, and a bookmark can be deleted, but only by the user who originally added it. A recording can have multiple internal and external bookmarks. Both kinds of bookmarks appear as tags in the waveform display portion of the Video/Audio pane of the Media Player when you play a recording.

Flags allow you to mark recorded interactions to make it easier to find them again later. Flags are similar to bookmarks, except that their only function is marking recordings. Bookmarks have additional features that flags do not—bookmarks hold comments, are tagged in the waveform display in the Media Player, and affect reporting and other Uptivity functions. You can use bookmarks as a search or filter criterion, but you cannot find flagged recordings this way. Instead, you can sort the list of recordings with the Flag column to group all flagged recordings together.

Export Recordings

You can export recordings if you have permission to do so. You can export by email or by downloading the file. When you export via download, files are exported to the browser's default downloads folder.

Your Uptivity system must be configured to use SMTP for the email export option to work. Additionally, the export options are controlled by separate permissions, so you may only be able to export using one method. If you have questions about export options, contact your Uptivity administrator.

Recordings can be exported in any of these file types:

Field	Description
WEBM	An open-source audiovisual file format that can combine call audio and screen recording in a single file. Uses the VP8 codec for video compression and Vorbis or Opus codecs for audio compression.
Audio-only WEBM	The WEBM container, containing audio media only. Uses Vorbis or Opus codecs to compress audio media.
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.

File Name Masks

You can create custom file name masks and use them with single or multi-call exports. A mask is a way to replace the default Uptivity file name with a name that is meaningful to you or contains specific useful information about the file.

If you export a single recording with a file mask, the file name mask is applied to the file. If you export multiple recordings with file masks, the records are zipped into in a single file named export.zip. When you open the zipped file, the individual files are named according to the chosen file name mask.

When you create file name masks, you can include variables to have Uptivity add information about the recording, such as the recording date, call length, and the number dialed. You can also include plain text and any characters that Windows permits in file names (such as spaces, underscores ( _ ), and hyphens ( - ). The mask variables correspond to information about recordings that is available in the Recorded Interactions list. The variables you can use are: 

Mask Variable	Description
%R	The internal identifier generated by Uptivity for each individual recording. Corresponds to the the Record ID column in the Recorded Interactions.
%I	The device or "hardware" identifier in your ACDAcronym for Automatic Call Distributor - A device used to manage and distribute incoming calls to a specific group of terminals. / PBXAn acronym for Private Branch Exchange. A telephone switching device owned by a private company that serves a particular business or office. (for example, position ID, phone port, DN, or extension). Corresponds to the Voice Port column in the Recorded Interactions list.
%A	The agent-associated identifier in your ACD/PBX (for example, extension, agentID, and so forth). Corresponds to the Agent ID column in the Recorded Interactions list.
%c	For outbound calls, displays the phone number or extension that the agent called. For inbound calls, displays the number that the caller dialed to reach the agent. Corresponds to the Number Called (DNIS) column in the Recorded Interactions list.
%C	The caller's phone number (ANI). For inbound calls only. Corresponds to the CallerID (ANI) column in the Recorded Interactions list.
%O	Direction of call (Inbound or outbound). Corresponds to the Call Direction column in the Recorded Interactions list. Corresponds to the Call Direction column in the Recorded Interactions list.
%D	Day of the month on which the recording was made. Corresponds to the date in the Time Recorded column in the Recorded Interactions list.
%d	Day of the week on which the recording was made. Displays the day of the week in abbreviated form (for example, Fri). Corresponds to the date in the Time Recorded column in the Recorded Interactions list.
%m	Month during which the recording was made. Displays the name of the month in abbreviated form (for example, Jul). Corresponds to the date in the Time Recorded column in the Recorded Interactions list.
%M	Month during which the recording was made. Displays the number of the month (for example, 7). Corresponds to the date in the Time Recorded column in the Recorded Interactions list.
%y	Year during which the recording was made. Displays the year in 2-digit form (for example, 20). Corresponds to the date in the Time Recorded column in the Recorded Interactions list.
%Y	Year during which the recording was made. Displays the year in 4-digit form (for example, 2020). Corresponds to the date in the Time Recorded column in the Recorded Interactions list.
%H	The time during which the recording was made. Displays the hour in HH form (for example, 09). The time displays in either AM/PM or 24-hour format, depending on how your system is configured. Corresponds to the time in the Time Recorded column in the Recorded Interactions list.
%N	The time during which the recording was made. Displays the minutes in MM form (for example, 34). Corresponds to the time in the Time Recorded column in the Recorded Interactions list.
%S	The time during which the recording was made. Displays the seconds in SS form (for example, 58). Corresponds to the time in the Time Recorded column in the Recorded Interactions list.
%T	The length of the call. Displays the call length in seconds. For example, a call that is 2 minutes long would display as 120 . Corresponds to the Duration column in the Recorded Interactions list.
%W	The amount of time between the end of the audio portion of the call and the time the agent finished working with PC applications related to the call. Corresponds to the Wrap Duration column in the Recorded Interactions list. Applies only if your organization uses NICE Uptivity NICE Uptivity Screen Recording and if the interaction includes a screen recording, and if wrap time was configured in the schedule under which the interaction was recorded. Otherwise, the field displays 00:00:00.
%U<#>	User-defined fields. Corresponds to the user-defined columns in the Recorded Interactions list.

Call Segments

Call segments are separate, but related, call recording files. They provide a comprehensive record of an interaction by identifying all recordings related to that interaction and displaying them together in chronological order. You may think of an interaction as one call, but Uptivity may have multiple, separate recording files (segments) for that interaction, depending on what took place during the interaction. Segments can 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 and puts it on hold, then calls a supervisor, ends the supervisor call, and returns to the original call, the call to the supervisor is a related call.

Permissions may limit the call segments you have access to. If you can see and review only your own call records, the system displays only your the call segments you have permission to view when you use the Find Call Segments option. For example, if you transferred a call to another agent, you will see the recording for the initial call that you handled, but not the recording for the portion of the interaction conducted by the second agent after you transferred it.

When you are working with recordings, you can the Find Call Segments option is only available if:

• 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.

Custom-Defined Recording Metadata Fields

Uptivity stores a wide range of information about each recorded interaction, including the agent who handled the interaction, the date and time the interaction took place, the phone number of the caller, whether the interaction included video, and much more. In addition to this information, Uptivity provides a number of empty fields that the Uptivity administrator can customize for your organization. The information from these custom-defined fields can be used with the filters in the Recorded Interactions list to locate recordings, and it can be used in reporting. If your organization uses any of these fields, you can modify the metadata for a recording.

Your Uptivity administrator can tell you which of these fields (if any) your organization uses. You can display the used fields on the Recorded Interactions list if you want by adjusting the list settings. Any fields that your organization uses may have different names and column headings in the NICE Uptivity Web Portal, as the Uptivity administrator can modify the names of these fields (as well as the names of certain other fields on the Recorded Interactions page).