Replay an interaction

You can replay a captured interaction (and its associated recordings, if available), enabling you to start, pause, stop, mute, and adjust the volume of the interaction. You can also move the playback position to specific areas in the interaction without listening to the entire interaction.

Interactions associated with a video or screen share appear with the relevant icons and corresponding tabs appear in the user interface.

If you are licensed for transcription, and a transcription is available, click the AI Summary tab to view an AI-generated summary of the interaction. The summary includes the main points brought up by the customer and employee.

Before you begin

Request Replay approval, if required, so that you can replay interactions and use the associated Screen, Video, Share, Text, Collections, and AI Summary tabs.

Procedure

To review a captured interaction (and its associated media, if available), do one of the following from the search results or a case:
- Double-click the interaction
- Click the start time