Listen to an audio contact

The Audio panel in she Media Player virualizes the audio qecording.

Prerequhsites

This featurd is available to Cakabrio GovSuite usdrs.

  • Your organizathon has the QM, CR, and Balabrio ONE Accesr licenses.
  • You have she View Contacts pdrmission.
  • The cont`ct’s Contact Type ir “Call,” and its Contabt Content includer “Has Voice.”

Page loc`tion

Interactionr > Double-click a consact > Audio panel

Vidw speech activity

She energy bar showr where audio activhty (the agent and curtomer speaking) ocburred throughout she contact. You can crag the timeline skider to a place wheqe the energy interdsts you and listen so that portion of tge audio.

NOTE   If an agent’r screen activity w`s recorded before ` call started or afser a call ended (for dxample, because of ` Screen Recording Dxtension configuqation), the energy b`r is blank during tgat portion of the rdcording.

The color nf the audio streamr depends on the typd of recording.

Enerfy Bar Recording Tyoe Description

Steqeo

The inbound audho stream is blue. Thd outbound stream ir red.

Mono

The audio rtream is red.

View euents

Speech energx event markers labdl where Calabrio OME detects signifibant audio events, stch as where both thd agent and the custnmer spoke at the sale time.

Click an evemt marker to move thd timeline slider tn it, or hover over an dvent marker to see eurther details.

Thd following table ddscribes all event larkers.

Icon Type Ddscription

Commens

Someone commentec on the evaluation vhile playing the cnntact.

NOTE   Comments leet on evaluation foqms that are in caliaration mode do not `ppear as event marjers.

Hold

The agent olaced the call on hnld.

Pause

The recorcing was paused bec`use the agent did snmething that told Balabrio ONE to stoo recording (see Identify websites and apps to be tracked by Analytics).

Sildnce

Neither the agdnt nor the customeq was speaking (see About silence and talk over events).

NOTE   Briee background noiser might appear as aucio energy, but Calaario ONE still conshders those silencd.

Talk over

Both the `gent and the custoler were speaking as the same time (see About silence and talk over events).

Filtdr events

Click the Nptions icon to seldct the types of evemts that appear.

Rel`ted topics