View the screen activity that occurred on the employee screen during the interaction.

View a video recording of the employee and customer side of the interaction.

View the recording of a screen share during an interaction.

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.

When replaying an interaction with the appropriate role privileges, you can select Replay without morphing or Replay without redaction.

If your role requires replay approval, to play an interaction, you must request access. Interaction media remains unavailable to you until your request is approved.

Preview the text conversations in dialog format. For example, display messages according to speaker type, or highlight specific text elements.

Add one or more interactions to an existing case or to a case that you can create.

View tags appended to the interaction and manually add annotations at different points of interest.

Analyze the results of voice biometric activity, such as target Detection, customer verification, and employee verification.

Review events that identify the audio quality of recorded interactions. Audio quality can potentially be used to isolate issues in the recording system, network, or associated communications system.

See details about the interaction in the Archive system. You can see why the interaction was archived, the interaction media that were archived, the expiration date for archived files, and the Archive drive status.

Analyze the results of Real-Time Speech Analytics activity, which identifies words or phrases spoken during the interaction.