Work with an interaction overview


Prerequisites

The following permissions for conversation details:

  • Analytics > Conversation Detail > View 
  • Conversation > Communication > View 

Interaction overview incorporates numerous features that not only allow you to playback and listen to an interaction, but also enable you to discover unusual interaction dynamics, underlying issues with a product and/or service, customer sentiment and agent productivity.

Note: To work with a voice transcript you must first select an interaction whose transcript you want to view. You can select an interaction from the results of an Interactions view search or a Content Search view search. 

    When working with the interaction overview you can:


    1. Click Performance > Interactions.
    2. Click the row of the interaction you want to playback. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
    3. Click Play to play the interaction and click Pause to stop the interaction playback.

    The interaction overview is synchronized with the interaction transcript. When you play an interaction the spoken words are highlighted with a blue background as they are spoken and the interaction transcript scrolls down in unison with what is being said. 

    The interaction transcript scroll option can be turned on or off at any time using the Playback Scroll Lock option located to the left of the transcript Search option. 

    Click the Playback Scroll Lock option to turn the interaction transcript scroll option on or off. By default the option is locked.

    When the Playback Scroll Lock option is locked, the interaction overview is synchronized with the interaction transcript and the interaction transcript scrolls down in unison with what is being said. The transcript scrolls to each spoken word that is heard during the playback and the word is highlighted with a blue background in the transcript at the exact time it is spoken. Once the words are spoken they are grayed out in the transcript.

    When the Playback Scroll Lock option is unlocked, the interaction overview is not synchronized with the interaction transcript. The transcript does not scroll down to each spoken word that is heard during the playback. To view the spoken words when this option is unlocked you must manually scroll down.

    Note: 

    • The transcript Search option is active when the Playback Scroll Lock option is locked. When you click the next or previous search options, the interaction playback will be paused. For more information, see Work with a voice transcript.

    In the interaction overview at the top of the page, click the speed slider bar and adjust it to the desired speed. The speed slider bar is located on the right side of the interaction overview.

    Speed slider bar


    In the interaction overview at the top of the page, click the customer or internal participant’s Volume icon  and adjust it to the desired volume.

    • Control the internal (IVR, ACD, Agent, Conference, or Voicemail) participant’s volume with the Volume icon above the Play or Pause button.
    • Control the external (the customer) participant’s volume with the Volume icon below the Play or Pause button. 


    1. Click Performance > Interactions.
    2. Click the row of the interaction you want to playback. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
    3. View the following interaction details. 
      • Progress bar – Use the progress bar to get an overall impression about the entire interaction. The progress bar is located at the top of the interaction overview above the waveform. It is a miniature representation of the entire interaction from beginning to end. The image below represents a typical view of the progress bar above the waveform.

    Click the image to enlarge.

      • Start time – The start time appears above the beginning of the progress bar on the left. The start time includes the time and date at which the interaction began.
      • End time – The end time appears above the end of the progress bar on the right. The end time includes the time and date at which the interaction ended.
      • Recording duration – The recording duration appears above the progress bar in the center. The recording duration indicates the length (mm:ss) of the interaction.
      • Waveform – Represents the recording timeline. It includes a graphic representation of the sound in the recording, speaker identification (Customer, IVR, ACD, agent, conference or voicemail), and displays sentiment markers. 
      • Speaker separation – Lines above and below the waveform indicate when the internal or external participant spoke. Lines above the waveform indicate that the internal participant is speaking. Lines below the waveform indicate that the external participant (customer) is speaking.
      • Silence time – Indicates when neither the internal or external participant were speaking. The silence time appears on the waveform as a horizontal line without vertical lines above or below.
      • Sentiment marker – A sentiment marker ( positive negative) identifies a positive or negative phrase within the interaction. For additional information, refer to Work with sentiment analysis.
      • Topic marker – A topic marker identifies where specific words and phrases were conveyed during the interaction. For more information, see Work with a topic.
      • Secure pause – Represented by a Pause icon , secure pause indicates that the recording was paused to avoid recording sensitive information, such as a Social Security number or credit card number, during the interaction.
      • Transferred – When the current interaction is the result of a transfer, the Transfer icon will appear above the internal participant. 

    1. Click Performance > Interactions.
    2. Click the row of the interaction you want to playback. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
    3. View the following customer details in the External section in the bottom left side of the interaction overview. 
      • Customer’s name – The customer’s name appears next to the Person icon
      • Customer’s phone number – The customer’s phone number appears under the customer’s name.
      • Copy contact – Click the Copy contact icon to copy the customer’s phone number.


    Note: The internal participant can be an IVR, ACD, agent, conference, or voicemail.

    1. Click Performance > Interactions.
    2. Click the row of the interaction you want to playback. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
    3. View the following agent details in the Internal section in the top left side of the interaction overview. 
      • Multiple – Indicates that more than one internal participant participated in the interaction.
      • Single – Indicates that one internal participant participated in the interaction.

    Note: The internal participant type can be an IVR, ACD, agent, conference, or voicemail.


    1. Click Performance > Interactions.
    2. Click the row of the interaction whose sentiment you want to analyze. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
    3. Click the Transcript tab and focus on the top of the page.
    4. Determine the overall customer sentiment experienced by the customer throughout the interaction. For more information, see Work with sentiment analysis.
      • Sentiment markers– Hover over the sentiment marker in the waveform at the top of the screen. A tooltip with the sentiment score and phrase appears. The magnitude of the score indicates the strength of the detected positive or negative sentiment. 
        • Hover over the sentiment marker on the waveform to see a tooltip with details about the sentiment. 
          The image below represents a typical sentiment marker tooltip on the waveform.

    Click the image to enlarge.

        • Click the sentiment marker on the waveform to jump to the specific phrase in the transcript.
      • Sentiment trend – Located on the left side of the interaction overview at the bottom of the External participant section the sentiment trend is a percentage with a green arrow pointing up when the trend represents an improvement in the sentiment, or a red arrow pointing down when the trend represents a decline in the sentiment. This value represents the magnitude of the increase or decrease in the customers sentiment from the start to the end of the interaction.
      • Overall sentimentLocated on the left side of the interaction overview at the bottom of the External participant section, the overall sentiment represents the customer’s overall sentiment from -100 to +100. This score weighs all positive and negative markers at the end of the interaction to provide an indication of how the customer experienced their interaction with the contact center. This can indicate if the customer was left satisfied or dissatisfied at the end of their interaction.

      The image below shows the sentiment trend and the overall sentiment. This information is located on the left side of the interaction overview. In this example the sentiment trend has increased by 100% but the overall sentiment is negative with a score of 52.

      Click the image to enlarge.


      Create an annotation to mark a point on the recording for future reference. For additional information, refer to Annotate a recording.


      Listen to an interaction that is in progress without disturbing the conversation. For additional information, refer to Monitor in-progress interactions


      1. Click Performance > Interactions.
      2. Click the row of the interaction whose sentiment you want to analyze. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
      3. Click the Copy icon in the top left corner of the screen . The interaction URL is copied to your clipboard. 


      The previous or next interaction recording opens the previous or next recording associated with the specific interaction. If the interaction does not have more than one recording this option will not appear in the interaction overview.

      1. Click Performance > Interactions.
      2. Click the row of the interaction whose sentiment you want to analyze. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
      3. Click the previous interaction recording button or the next interaction recording button to open the previous or next interaction recording.

      Click the image to enlarge.


      The interaction overview waveform may include sentiment markers.

      A sentiment marker ( positive negative) indicates that the customer said a positive or negative phrase during the interaction.  

      Click the sentiment marker ( positive negative) to jump to the positive or negative phrase within the interaction transcript.

      For additional information, refer to Work with sentiment analysis and Work with a voice transcript.

      1. Click Performance > Interactions.
      2. Click the row of the interaction you want to playback. The interaction is opened and the top of the page that appears includes a visual representation of the selected interaction.
      3. Click the Transcript tab.
      4. Click the waveform at the top of the screen to jump to specific spoken words, a topic marker, or a sentiment marker in the transcript. The selected words, topic marker, or sentiment marker are highlighted with a blue background in the transcript.

      Note: As the interaction recording plays, the corresponding words (up to 3), are highlighted with a blue background in the transcript. Once the words are spoken they are grayed out in the transcript. For more information, see Work with a voice transcript

      Click the image to enlarge.

      The interaction overview includes topic markers that enable you to identify phrases, each associated with a specific topic highlighting specific moments of the interaction where the events were found. For more information, see Work with a topic.