Replay Approval

If you have enabled Replay Approval, configure organizational alert rules to deliver notification of replay approval activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. to the appropriate parties. Select Replay Approval Notifications for the Rule type.

Configure two alert rules for Replay Approval notifications:

• Requests: Triggered when users who require replay approval request access to replay interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. media. The system delivers a message to all approvers defined in the alert rule. If the number of requests does not exceed the Maximum number of records to show, the message lists each interaction in the request. An approver can take the following actions for each interaction listed:

  • Open: Loads the Interaction Review widget Visual building block in an application that is interchangeable, depending on system or user configurations. in your browser with the interaction requested.

  • Approve: Grants access to the interaction media for the requester. The action taken is displayed in your browser.

  • Reject: Denies access to the interaction media for the requester. The action taken is displayed in your browser.

• Responses: Triggered when approvers change the status of a replay approval request (approve or reject requests). The system delivers a message with the status change to the requester who submitted the replay approval request. A requester can select an interaction from the message, which opens a browser window and loads the Interaction Review widget with the interaction.

Replay Approval Notifications settings

• Handle: Determines when the alert rule triggers. Select Requests or Responses.

• Maximum number of records to show: Configures how many requests or responses to include in each message.

  If the number of requests or responses that require notification exceeds the maximum number to show, the message does not list details for individual interactions and instead provides a summary statement.

  • The summary advises the recipient that response or request activity occurred.

  • For request messages to approvers, the summary does not provide the Open, Approve, and Reject actions. Review, approval, or rejection must occur in Risk Management.

• Approvers Organizations: 

  • For a Requests rule, select one or more organizations to which the rule applies for approvers. To use the same rule across more than one organization, select multiple organizations.

    To select multiple organizations:

    • Select a range of sequential organizations by holding down SHIFT and clicking the first and last organization to select.

    • Select multiple, non-sequential organizations by holding down CTRL and clicking each organization.

    • Cancel the selection of an organization already selected by holding down CTRL and clicking an organization already selected.

  • For a Responses rule, use the default value of N/A.

Actions

The action of Send Email is the only notification type supported for Replay Approval.

Related topics 

Creating or editing an organization alert rule

Related information 

Using replay approval (Risk Management Administration and User Guide)

Request replay approval (Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. User Guide)