Playback interactions

When configuration is complete, you can capture and view audio, chats, and screens.

Real-time Audio Capturing

Calls made by Amazon clients are captured in real time. Audio is streamed in real time, and sent to the IP Recorder. Corresponding screens are obtained based on agent events from Amazon Connect. In fallback scenarios only, Interaction Capture processes the real-time feed of the Recorder Integration Service, and stitches audio and screen recordings into the same session.

Post-call Audio Capturing

Capturing starts automatically for softphones configured in Amazon Connect. Capturing is finalized when either the agent changes their status to Available, or the Agent is no longer in an After Call Work state.

Real-time Screen Recording

Screens are captured and consolidated in real time. Thus, immediately after a call ends, and the agent is out of the After Call Work state, the segment in replay appears as a phone interaction. This phone interaction is screen-only and has minimal tagging. Up to a minute later, the audio is stitched to the segment, and tagging is completed.

View Interactions

You can find details about captured interactions, and play captured audio and associated screens, using either the Risk Management or Interactions applications. While the audio is playing, you can also view the wave file or screens associated with the interaction.

Procedure

In Enterprise Manager, click System Management, and select the Interaction Capture node you are using to capture calls.
Go to Interactions, then Search.
To locate the calls or chats you want to view, perform a quick search or an advanced search.
To view chats or listen to audio, double-click any entry.

Related information

Interactions User Guide