Open recordings with issues in Interaction Review

Under Issues, Capture Verification shows call and recording segments with detected recording policy, voice quality, or recording service issues. For further analysis, you can open recording segments in the Interaction Review workspace. In Interaction Review, you can use the Player to replay the recorded audio, view the transcript, explore the metadata of the recorded interaction, and more.

When viewing an interaction in Player, you can use the Tags panel to display voice quality statistics of an audio recording. Audio quality is measured as a score on a scale of 0% to 100%. The higher the percentage, the better the quality of the recording. Scoring takes place for both employee and customer sides, and at the segment level.

The Interaction Review workspace activities and information that are available depend on your system licenses and your privileges defined in the User Management application.

Before you begin

View Capture Verification Issues

Procedure

Select a recording segment with issues in the Issues table.

The View Interaction button is enabled above the table.
Select View Interaction.

The Interaction Review screen of Risk Management opens.
(optional) To view audio quality statistics scores associated with the call, select Tags and click on the Audio Quality tag.
To return to Issues, select Back to: Issues above the Player.