Configure Playback Contact Gathering settings

During playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen., interactions belonging to the same contact The entire communication experience for a customer, from beginning to end. are gathered so that an entire contact can be played back at once. Depending on the organization's Playback Contact Gathering settings, interactions are gathered to a single contact according to the ANI, Contact ID (default), Custom Data field, or Switch Call ID assigned to an 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.. If an organization does not have its own settings, the settings shown are inherited from the parent organization.

Procedure 

  1. Go to 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.. Under Administration, select Interactions Settings.

  2. In the right panel, select the organization/group name.

  3. In the Playback Contact Gathering area, set the following:

    • Unique Contact ID: Select the parameter according to which contacts are gathered for playback. The default setting is Contact ID.

    • Key cycle (minutes): Set the time range relative to an interaction’s start time, from which the system searches for interactions related to the same contact. For example, when accessing a specific interaction in the Interactions application whose start time is 12:00, and the Key cycle (minutes) value is 30, the system searches for the related contact’s interactions that were recorded between 11:30 and 12:30.

      Options:

      • Min value: 30 (default)

      • Max value: 480

      This parameter appears whenever the Unique Contact ID value is NOT Contact ID.

  4. Click Save.