Capture Verification uses icons to indicate issue severity. Capture Verification assigns severity based on the type of issue detected and, for some types of issue, the Service Level Indicator (SLI) configuration settings.

If Capture Verification detects more than one issue for a recording or call segment, Capture Verification uses the icon for the most severe issue. The Details pane shows the severity of each individual issue.

The type of recording, voice quality, or recording services issues that apply to the call or recording segment. If more than one issue is detected, you can view the list of issues by moving the cursor over the number of issues found.

Date and time that the call or recording segment started.

Capture Verification shows the Start time in the time zone set by user Preferences, on the General Preference Settings tab.

Duration of the call or recording segment in hours, minutes, and seconds.

If Capture Verification matches recording data and CDR data, the system provides the Transaction ID for the call. If Capture Verification is unable to match recording data to a CDR, the system provides the Call ID.

The Automatic Number Identification (ANI) identifies the phone number or extension for the calling party.

Blank for call segments on Genesys PureEngage data sources. For recording segments associated with Zoom Meetings data sources, the ANI shows the email address of the participant, as configured in Zoom.

The user emails of all Zoom meeting participants are redacted in Capture Verification, unless their email domain is on the whitelist. The whitelist can be configured for individual Collectors.

The Dialed Number Information Service (DNIS) identifies the phone number or extension dialed by the calling party.

Blank for call segments on Genesys PureEngage data sources. For recording segments associated with Zoom Meetings data sources, the DNIS shows the meeting topic, as configured in Zoom.

The statuses of the incident log entries associated with the call or recording segment.

The incident categories of the log entries associated with the call or recording segment.

The name of the Data source associated with the call and recording.

The name of the Organization associated with the call and recording.

Date and time that the call or recording segment finished.

Capture Verification shows the End time in the time zone set by user Preferences, on the General Preference Settings tab.

Indicates whether the call or recording segment is part of a conference call.

Returns True or False.

Indicates whether the call or recording segment is part of a transfer call.

Returns True or False.

The user name or user ID for the calling party. For call segments associated with Zoom Meetings data sources, the value is the email address of the participant, as configured in Zoom.

The user emails of all Zoom meeting participants are redacted in Capture Verification, unless their email domain is on the whitelist. The whitelist can be configured for individual Collectors.

Can only be seen with the View Incidents User Columns privilege. User information may not be shown if the data was not available for the system to collect, or it could not be translated to a configured user in the system.

The user name or user ID for the called party. For call segments associated with Zoom Meetings data sources, the value is the meeting topic, as configured in Zoom.

Can only be seen with the View Incidents User Columns privilege. User information may not be shown if the data was not available for the system to collect, or it could not be translated to a configured user in the system.

The ID of the called party's physical device.

The ID of the calling party's physical device.

The stage of the Verification Confirmation process which the recording segment is in.

Verification Confirmation allows you to set criteria that recordings must meet before Capture Verification confirms verification success to Zoom storage. When this feature is configured, Zoom Meetings and Zoom Phone recordings are evaluated, and if they are verified to have met all requirements, Capture Verification notifies the Zoom service that the recording was captured as expected. When the Zoom service receives the notification of verification success, it applies the retention period configured in Zoom on the archive recording files, ensuring that these files are not kept indefinitely. If the recording cannot be evaluated or it cannot be verified that the recording meets all requirements, Zoom is not notified to apply the retention period.

Options:

• Awaiting evaluation: The recording is awaiting evaluation to see if it meets all requirements for verification success.

• Retrying evaluation: The recording has failed the evaluation and does not meet all requirements for verification success yet. It is getting evaluated again.

• Failed evaluation: The recording has failed the evaluation multiple times and does not meet all requirements for verification success. It is not getting evaluated again.

• Verified: The recording meets all requirements and the confirmation of verification success can be sent to Zoom storage.

• Failed to confirm verification: Capture Verification cannot send the confirmation of verification success to Zoom storage.

• Confirmed verification: Capture Verification sent the confirmation of verification success to Zoom storage.