Interaction Player

The Interaction Player is a media player which allows playback of media listed on the Conversation Explorer. Quality Management offers a revamped and enhanced interaction player, providing extended support for the playback of multiple media formats within an intuitive user interface. All participants are visible as separate, color coded waveforms within the player. Having all participants visible permits users the opportunity to clearly see and understand what occurred during the conversation.

Supported Media	MP3, WAV, RECD, MP4
Unsupported Media	Multiple screen recordings of multiple users, cube phone video recordings (MP4)

The Player and Its Functionality (Basic Usage)

Select a conversation from the conversation list. The details of the call will display in the panel to the right side and the player's interface will appear at the bottom of the screen. The waveform will load along the timeline. The number of segments is listed in the Details pane and it is reflected on the timeline within the player's interface.

Click the Play button to begin playback of all related media. Click on the waveform button to view or hide the individual segments. Playing each segment directly from within the Preview window is also possible.

Media Playback

There are multiple ways to start playback of a recording:

Double-click on the item from the list of conversations to play the associated recording. (Click once to highlight a conversation, click twice to begin playback)
Click once to highlight a conversation, then Click on the play button of the particular call segment from within the Preview panel on the right hand side. The playhead will indicate the progress of the playback on the timeline within the Interaction Player interface. Progress will also displayed on the bar in the Preview pane:
Click on the Play button within the Interaction Player interface at the bottom of the screen to begin playback from the beginning of the recording. Click on the timeline to move the playhead and start the playback from the different point in time.
Additional details are visible in the right hand pane.

The Player plays the conversation. If a record related to the selected conversation contains any Speech tags they will be displayed in the Player along with the color coded waveform. Each individual waveform is color coded: green for customers, blue for agents The various colors in the waveform distinguish the called and calling parties as follows:

Light green – Called customer
Dark green – Calling customer
Light blue – Called agent
Dark blue – Calling agent
Orange – Customer on hold
Gradient red – Crosstalk

If the calling/called party can not be recognized, it is displayed with a green waveform (default color).

It is important to note that the waveform of the person initiating the call is always darker. If available, the timeline will be marked during the agents wrap-up time.

The Interaction Player and Its Functionality

The various parties in the conversation are displayed below the primary waveform separately. Click on the waveform button to view or hide the individual segments. Each individual waveform is color coded: green for customers, blue for agents (if the ID or DN for the specific agent is available to be paired with the conversation or segment).

Click the Play or Pause button to control the conversation playback.
Hover over the volume and click to adjust the audio volume or to mute the sound.
If media files are present, the following options may be visible:
1. Screen Recording – If the conversation you are playing contains a screen recording (record will be marked with the Screen button). Click on the button to open the playback window. If no screen recording is available the button is greyed out. During playback the button will be highlighted. Screen recordings are not loaded until you expand the playback window. Audio can be played back at any time.
2. Video Recording – If the conversation you are playing contains a video recording (record will be marked with the Video recording button). Click on the button to open the playback window. If no video recording is available the button is greyed out.
The scroll bar (on the right hand side) is only visible in the case that there are more than four media streams.

Call Volume

The player outputs audio in a way that enhances the listening experience. The audio streams are played back in stereo so that both parties can be heard. To enhance the listening experience the audio for Calling parties is played at 100% Volume in the left ear, while the called party is played back at 60%. On the opposite ear the Called party is played at 100% while the Calling party is played back at 60%. It is still possible to use only one earphone to listen to both parties.

Call on Hold

Whenever possible calls on hold will be indicated within the player. In this example the agent activity remains visible while the customer is on Hold (marked in Orange).

Speech Tags

Tags are displayed in their relevant location. Hover the mouse over a tag to view the tag name.

Additional Media Available

The waveform will indicate if there is additional media available with a particular audio recording. If Screen recordings are available they are indicated on the screen by a darker band below the audio waveform. The screen indicator bar may not correspond to the audio length! The potential options are displayed in the image below. What is actually displayed on your screen will correspond to the actual content available for playback.

Saved Preferences

Volume and some player preferences are saved and will be applied to the next conversation opened. If you mute a recording the next recording you open will also be muted!

The Player and Its Functionality (Advanced Usage)

Play Single Stream / Mute a Channel

To playback only one selected audio stream click on the audio button, it will change to a blue speaker button to indicate that it has been selected. The selected audio will be playable, all others will be muted.

Tip

If there are more than four (4) audio segments it is possible to scroll up and down to view them all.

Time

Hover over the timestamp to view the length of the entire recorded conversation and the date and time at which is was recorded.

The current position of the playhead is shown in relation to the total length of the conversation. In the example here we see that we are six seconds into a recording which is twenty one seconds long – 00:06 / 00.21)
The date and time of the original conversation is displayed directly alongside the conversation length. In this example we see that the conversation occurred on the twelfth of May, 2016. The time indicated is the time when the actual recording occurred.
The playhead indicates where the playback is at a given time. Click to move the playhead to a new location.

Gaps in recording

Any gap in the recording is indicated by a small triangle along the timeline and empty space between the various waveforms. Hover over the small triangle to view the length of the gap. The gap is calculated as the difference in time between the end of the previous segment and the start of the next one, this includes recorded screens.
For example:

Without screen recordings: Audio Segment 1 ends at 10:01:03 and Audio Segment 2 starts at 10:03:03, the gap equals 2:00 minutes.
With Screen Capture recordings: Audio Segment 1 ends at 10:01:03, Screen Segment attached to the first audio segment ends at 10:02:03 and segment 2 starts at 10:03:03, the gap equals 1:00 minute.

If there is no significant break between the segments, and no silence, the system will indicate No Gap between segments, or zero (in case the gap is less than one second and greater than 0).

Playback Options

Additional playback options may be available at the bottom of the Player during playback of longer conversations.

Rewind 5 sec: Click to skip back five seconds in time during playback.
Speed: Adjust the speed of playback to 0.7, or to 1.5 times the normal speed. Note, voices may be distorted as a result.
Scale: Adjust the amount of playback time visible. For longer conversations this focuses on a specific portion of the recording.
Follow playhead: When using the Scale option to view a part of a conversation the playhead may be lost. Click to jump to the playhead location.
New window: Click to open the current screen recording in a new window if available.

Media Cache

For very long video/screen recordings it may be necessary to wait several minutes for the recording to be loaded and for playback to begin. The first time the media is requested it is loaded to the cache on the server before being made available for playback. Subsequent playback requests load much faster.

Audio is prioritized and will start playing as soon as it is available, the waveform will display as soon as it is rendered.

Playback Screen Recordings

To view available screen recordings click the Show screen capture button, the recording of the monitor(s) will display below the wave form. Clicking the button again will collapse the viewing area.

The Player area expands displaying the recording. Some parts of the conversation may have a screen recording attached, others not. If no screen recording is available you will be notified about the absence of a screen recording within the given conversation segment by a message displayed within the playback area. Until the Show screen capture button is clicked the system will only load the audio portion of the recording.

The elapsed time indicates at what time in the conversation the playhead is located. At any time you may click the playhead at the point in the timeline where you want to start playback.

Click on the Screen button to open the player.
The playhead indicates elapsed time (If the waveform is visible it indicates who is speaking)
The entire recorded agents screen is viewable to the left hand side. The focused window on the right side displays an enlarged version of the agents screen where the agents mouse cursor was at that time in playback. Hover over the recorded screen to focus on a different area.
Click on the New window button to open and playback the recording in a new (full size) window. This allows the screen recording to be played back in higher resolution.

During the playback of screen recordings, the rendering of the screen recording may be delayed (by up to 3 seconds, from time to time) if the local workstation does not have sufficient CPU resources available.

Multiple Monitors and Playback

It is possible to view the recordings of multiple monitors within one segment, if an agent is using multiple monitors at their workstation.

In the case that the recording contains multiple recorded monitors the image is enlarged more than usually. In the example below two recorded monitors are visible on the left side, while the focused area is displayed on the right side.

The area which is focused is marked by a blue box.
The focused view on the right highlights the agent's mouse cursor.

Space Saving Tip

Click on the Waveform button

to collapse the visible wave forms and provide easier viewing of other content on the screen.

Click on Screen button

to stop viewing the recording.

If there are multiple screen recordings (RECD files) in a conversation between two agents only one is playable. All files are exportable from within the Call Recording WebUI.

When there are more than four participants to a conversation the player may not display the recordings properly.

If the browser is not able to render the video (for any reason) the play button will change to a spinning button to indicate that media is loading.

Playback Screen Recordings in a New Window

To enlarge the recorded screen view click the New window button. The Player opens in a new window that you can resize as needed and then close as necessary. The Playback controls remain on the Conversation Explorer, they are not available on the newly opened window! To return to the Conversation Explorer close the the external window, or use the ESC key.

Playback tips

The agent's mouse is visible on the recorded screen and will be highlighted (enlarged) by default. Hover your mouse cursor over an area of the screen recording to view that area of the recorded agents desktop. When you move your mouse away the window will again focus on the recorded agent's cursor.

Playback starts from the time where you place the playhead.

Playback Video Recordings

To view available video recordings click the Show video button, the recording will display below the wave form placeholder. Clicking the button again will collapse the viewing area.

The Player area expands displaying the video recording. Some parts of the conversation may have a recording attached, others not. If no recording is available you will be notified about the absence of a recording within the given conversation segment by a message displayed within the playback area.