Search/Playback Video
Video Menu
Last updated
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Video Menu
Last updated
Was this helpful?
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)
Note. The default search criteria are Today's session
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)
As Supervisor with full access you can do the following in the selected video recording:
Review the Call log Timeline
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
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.
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
Once you found the video you are looking for simply click the Playback buttonIt opens a new screen to play the video recording.
Playback the one to one or conference call
Download the video
Show/Hide Action Logs
