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Interaction Call Player v2.0

User Manual
Interaction View: This view automatically groups call legs belonging to the same Conversation ID into a hierarchical tree. Provides a unified interface to search, play, and audit legacy interaction recordings.
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L (Caller)
R (Agent)

Available Features & Options

Search Interactions

The core capability of the Interaction Archive Player is unified cross-platform searching. The search interface supports:

  • Platform Selection: Filter searches strictly to legacy environments including Pure Engage Cloud/Premise (PEC), Sales Producer, Genesys Cloud GCx, or Pure Connect (CIC).
  • Date Range: Granular time-based querying across millions of historical records.
  • Conversation ID Lookup: Pinpoint exact interactions by passing in specific UUIDs or Call IDs directly from other reporting tools.
Display & Filtering Options

Users can tailor their data grids to only show the interactions relevant to their audit or QA task.

  • Interaction Types: Toggle the visibility of different media channels such as Audio/Voice, Video, Web Chat, Email, and SMS Messages.
  • Call Direction: Filter legacy voice calls strictly by Inbound, Outbound, Consult, or Internal directions.
  • Grouping: Restructure the view dynamically by Agent ID, Agent Name, ANI/DNIS, Region, Virtual Queue, or Access Group.
Additional Tooling
  • Waveform Player: Enable real-time audio visualization for files under 1 hour, allowing QA teams to "see" the conversation and identify dead air.
  • Attached Data Viewer: Deep-dive into technical SIP headers and key-value pair metadata attached to legacy calls.
  • Localization: Instant switching between English and French interface languages.
Administration

The Admin portal (restricted to Super Admins) provides comprehensive control over the deployment.

  • User Management: Create, modify, and delete user accounts. Assign specific Role-Based Access Controls (RBAC).
  • Regions & Business Units: Segment interaction data geographically (Regions) and operationally (Business Units) to ensure strict data compliance.
  • Access Groups: Configure data retention policies (e.g., 30 days vs 7 years) for specific queues based on extracted Genesys metadata.
  • Documentation: Integrated access to System Information, EULA, and User Manuals.

Business Unit/Line of Business Extraction Module

The Business Unit/Line of Business Extraction Module in the QM Module (Engage Premise/Cloud) enables customers to organize archived interactions into specific business units.

Simply create new business units and then assign the appropriate Access Groups using an intuitive drag-and-drop interface. File sizes are dynamically calculated upon assignment, providing insights into the combined file sizes required for exporting the Business Unit.

Business Units serve as the repository for individual segments within an organization.

Line of Business Analytics Extract

Utilizing the Business Units module, a subset of interactions can be efficiently exported.

  • Select the required Business Unit/Line of Business.
  • Select a Date Range.
  • Choose Selection Criteria: A random set of {x} calls or a percentage.
  • Select Destination: Local storage or Cloud storage.
  • Process...

The output is sorted by:

  • Business Unit/Line of Business
  • Year
  • Month
  • Day

Encrypted calls will be decrypted before export.
Requires 'Export' privileges.

IAP Features Checklist

Explore the many features natively offered by IAP:

  • Search, play, and export archived interactions.
  • Play encrypted interactions securely.
  • Create granular notations for each interaction.
  • Regional data separation. Learn More
  • Attached Data (KVP) deep search capabilities.
  • Play high-definition screen recordings.