Search/Playback Video

Video Menu

Main Video Table

Search Criteria

Select your search criteria by:

  • Date of the session

  • Username (who handled the session)

  • Customer Name

  • Supervisor Rating (from 1 to 5 stars, 5 as the highest)

Once your criteria are ready, tap the Search button

Reset the filter by clicking the Clear button

To narrow down your results, type in the Search in the upper left corner of the screen

Click Refresh buttonto reload the main video table

One to oneand conferencecalls can be identified

Note. The default search criteria are Today's session

Video Table

  • Recording ID

  • Start/End Moment

  • Customer Name

  • User Name

  • Call Duration

  • Agent Hold Time

  • Media Type

  • Supervisor Rating

  • Site

  • External Reference #

  • Type of call (one to one/multiparty/with screen recording)

Playback Video

Once you found the video you are looking for simply click the Playback buttonIt opens a new screen to play the video recording.

Playback Video Screen

As Supervisor with full access you can do the following in the selected video recording:

  • Playback the one to one or conference call ⏯️

  • Download the video

  • Review the Call log Timeline

Action Name
Action
Description

Call Started

The offset time of the video call

Hold

Displays how long and frequent the User/Customer set on hold during the call

Camera Mute

Displays how long and frequent the User/Customer hid the cam during the call

Mic Mute

Displays how long and frequent the User/Customer mute the mic during the call

Joined the Call

Left the Call

For conference, displays the name and time a 3rd party joins and leaves the call

Live Monitor

Displays who and how long the call was live monitored

Call Ended

Duration of the call

  • View the Caller and Call Details

  • Rate the Quality of the Call

  • Show/Hide Action Logs

Log of all actions (View, Download or Update) the supervisor made to the specific recording

Tips. The actions (view and download call recording) made by the supervisor from the conversation page are recorded here too.

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