Play contacts with the new media player

IMPORTANT The information on this page is about the new media player. For information about the classic media player, go here: Play contacts in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you. If you see the Switch to new media player button, you are in the classic media player. Go here for information about the classic media player: Play contacts in the classic media player.

Prerequisites

Your organization has the QM license and either the Analytics Enterprise license or the Analytics Enterprise Plus license.
Your organization has opted in to access the new media player.
You have the View Contacts permission.
Some parts of the Media Player require additional licenses or permissions. The pages linked below mention these licenses or permissions when necessary.

Page location

You can access the new media player by opening a contact from one of these locations:

Analytics > Trending Topics
Analytics > Auto QM
Analytics > AI Tags

What do you want to do?	What part of the new media player do you want more information about?
Add or remove panels in the media player Resize sections in the media player View the media player and the Interactions page side by side Play a contact Listen to an audio contact in the new media player Play a contact faster or slower Zoom in on a contact View associated contacts View the AI evaluation for a contact in the new media player Read the summary of a contact in the new media player View the topic for a contact in the new media player Read the transcription of an audio recording in the new media player View phrase hits for a contact in the new media player View the customer and agent sentiment for a contact in the new media player View information about the agent who handled the contact View data associated with a contact in the new media player Read a chat contact in the new media player View a contact in the old media player	AI interaction summary tab AI sentiment analysis tab AI sentiment panel AI tags tab AI transcription panel Audio panel Chat transcript panel Contact details window Evaluation panel Phrase hits panel Play buttons Text map panel Time panel Topic tab

What do you want to do?

What part of the new media player do you want more information about?

Procedures

Add or remove panels in the media player

Click the list icon near the center of the media player.
To add a panel to the media player, select its check box. To remove a panel, clear its check box.

Resize sections in the media player

Click and drag the vertical or horizontal handles.

Play a contact

Click the Play button. If your organization removes sensitive information from call recordings with the Audio Redaction feature, a beep plays over any sensitive information mentioned in the call.

Play a contact faster or slower

Select a speed from the Playback Speed drop-down.

Zoom in on a contact

Click the Zoom In icon to see more detail in the Audio panel.

Click the Zoom Out icon to return to the original level of detail.

View information about the agent who handled the contact

Click the agent’s name in the upper-left corner of the page. The Agent profile card opens, showing the agent’s assigned roles and their team and group.

View the media player and the Interactions page side by side

Click the Compact View icon (upper-right corner of the page) to make the media player smaller and reveal the Interactions page.

To return to the full-size media player, click the Full View icon.

View associated contacts

When multiple agents handle the same customer contact (for example, when one agent transfers the call to another agent), Calabrio ONE creates a separate contact for each agent involved and gives these contacts the same associated contact ID.

To move to contacts related to the one currently open, click Next associated contact and Previous associated contact .

To view details about associated contacts, click [Number] associated contacts. The Associated contacts window opens visualizing all the different contacts that are part of this conversation in chronological order, with the contact you have open in blue.
- To view details about the associated contacts, click a person icon.
- To open an associated contact in the media player, click the ID.

NOTE Associated contacts might not align correctly. For example, the system clock time on each PC with Smart Desktop can vary if the desktops are not syncing to the same time server. The system clock time can also vary on each PC between syncs to the same time server.

NOTE

You might not be able to play back some associated contacts. This is due to various reasons:

They are not within your scope. This is usually because you don't have scope over the agent who handled them.
They were deleted.
They did not meet workflow criteria to be recorded.
They were under the minimum length to be recorded.

You cannot listen to those segments of the call, but you can view them so you can follow how the call moved through the contact center. When you use the Next and Previous buttons to move through the list of contacts, the media player automatically skips contacts you cannot listen to.

View a contact in the old media player

Click Return to classic (upper-right corner of the page). The contact opens in the old media player.