Playing a voice recording

Last Updated : Apr 17, 2024 |

About this task

Account administrators and supervisors can access the recordings of voice interactions between agents and customers from the Customer Journey Interaction History widget in Avaya Workspaces. Using the channel and date range filters, account administrators and supervisors can search for recordings on the Interaction Search page. The search result displays interactions with the channel type, email address, phone number, and date and time of the interaction.

Supervisors can access and play the recordings of all the voice interactions, not just the interactions of their assigned agent group.

Procedure

  1. Log in to Avaya Workspaces as an account administrator or a supervisor.
  2. At the top toolbar, click the Interaction History widget the Offline Search icon.

    Avaya Workspaces displays the Interaction Search page.

  3. In the Channel list, select Voice.
  4. In Date Range, select the date range from when to search the customer journey data.
  5. Clear the Search only my interactions check box.
  6. Click Search.

    The Results pane displays the list of voice interactions found in the selected date range.

  7. In the Recording column, view the list of recordings of voice interactions.

    If Avaya Workspaces does not display the Recording column in the Interaction Search history results, see Troubleshooting Avaya Call Recording issues.

  8. To play the recording of an interaction, click the Play recording button.

    The Recording Playback pane displays above the Results pane. The recording starts playing in the Recording Playback pane. You can also see the phone number and date of the recording.

  9. Optional During the playback, in the Recording Playback pane:

    • If you click the play icon of another recording while the current recording is playing, the previous playback stops, and the new playback starts.

    • If you go to a different page in the Interaction History results, the playback continues until it is complete, or you click another recording.

  10. In the Recording Playback pane, do the following:

    • To view the engagement ID of the interaction, click the Three Dots icon.

    • To pause the playback of the recording, click the Pause playback button.

    • To resume the playback of the recording, click the Resume playback button.

    • To control the progress of the recording, use the recording playback slider.

    • To control the volume of the recording, use the volume slider.

    • To close the the Recording Playback pane, click the Close recording playback icon.

  11. Optional To stop the playback of the recording, in the Results pane, click the Stop recording icon in the Recording column for the interaction.