Work with an interaction overview

Prerequisites

The following permissions for conversation details:

  • Analytics > Conversation Detail > View 
  • Conversation > Communication > View
  • Recording > Recording > View permission or Recording > RecordingSegment > View permission 

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 voice interactions, the agent can only access a recording that is assigned to the his/her division.

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.

Note: 

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.

Locked playback scroll option. 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.

Unlocked playback scroll option. 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

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. 
      • Recording 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 and an icon that represents the interaction type. 
      • Recording 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.
      • Progress – The recording duration appears under the word Progress above the waveform 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 topics and 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 following Customer 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.

      Authenticated web messaging: Feature coming soon

    Note:  Authenticated web messaging increases security by allowing customers to setup ACD web messaging so that only authenticated users can initiate a web messaging session with agents at the customer engagement center. When authenticated web messaging is available, the customer icon includes a badge. The badge indicates that the external participants identity has been validated.

    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.

    The agent can hear the supervisor or administrator only during coaching session.

    When an interaction includes information about monitoring or coaching an agent during the conversation, the Multiple list under Internal will include a list of who participated in the interaction and a list of who monitored or coached the participant.

    For example, the image below indicates that the interaction included two participants (Agent 1 and Agent 2) who were monitored and coached. Agent 1 was coached by Supervisor 1 and monitored by Supervisor 2. Agent 2 was monitored by Supervisor 3. The Green indicator depicts the monitoring or coaching session is live.

    Monitored

    Coached

    Click the image to enlarge.

    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.

    Sentiment marker tooltip.

        • 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 62% but the overall sentiment is positive with a score of 63.

      Click the image to enlarge.

      Participant details.

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

      Silently listen to or coach (whisper) to your agent during interactions that are in progress. 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.

      Previous or next interaction recording option.

      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.

      View words, topic markers, and sentiment markers in the transcript.

      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.

      When working with an audio interaction you can control whether or not agents and supervisors can access an entire interaction recording, or only segments of a recording. Applying access control at the segment level enables users to view only the recording content that relates to them.

      The following permissions are required when applying access control to an entire recording, or only segments of the recording.

      • Recording > RecordingSegment > View – Provides agents and supervisors with access to only the segments of a recording that are conditioned to them.
      • Recording > Recording > View – Provides agents and supervisors with access to the entire recording.

      Permission conditions can be applied to further restrict access to specific objects. For example,

      • To give agents access to their own interactions and recordings, you should give the agent the Recording > RecordingSegment > View permission, with the condition User = Current User.  This condition ensures that the agent will only be able to listen to segments of the interaction recording in which the specific agent participates.
      • To give supervisors access only to their agent’s recordings you must limit the supervisor to only be able to access recording segments within their own division. To limit supervisors to recording segments within their own division, provide the following permission and role.
        1. Grant the Recording > RecordingSegment > View permission to a role.
        2. Grant the same role to a user, with the division specified. For more information, see Grant a role and a division to a user.

      This confines the supervisor to only be able to listen to segments of the recording for which an object (IVR Flow, Queue, Participant) associated with the selected division was involved in that segment.

      It is important to remember that to access control at the recording segment level, the permission Recording > Recording > View for media type = call must not be granted to the agents and supervisors.  Otherwise, those users will be able to listen to the complete recordings rather than just the appropriate segments.

      Note: For access control to work as expected at the recording segment level do not grant the Recording > Recording > View permission for an audio interaction to agents and supervisors. If this permission is granted to agents and supervisors, users will be able to listen to complete recordings instead of specific segments. For more information, see Access control transactional objects.

      In addition, when a user that is granted access at the recording segment level loads the Interaction Details view, Genesys Cloud only enables the user to playback the accessible audio segments associated with the specific audio interaction recording.  Similarly,

      • You can only view and add annotations to recording segments that you have access to.
      • In the Transcript tab, you can only view a transcript, as well as detected sentiment markers and topics associated with recording segments that you have access to.
      • You can only download a recording segment that you have access to.

      Applying recording segment access control does not limit users from accessing information such as interaction metrics, wrap-up data, participant data, timeline details, and audit trail details. For more information, see View an interaction’s Details tab, View an interaction’s timeline, and View an interaction’s audit trail.

      Access control of recording segments is only applicable to audio interactions.  The Recording > RecordingSegment > View permission does not grant access to any digital recording (email, chat or message) channels. Access to digital recordings is possible with the Recording > Recording > View permission. This permission grants the user access to the complete digital recording.