<Voice/Screen Recorders Report How to navigate to this page> Typical display>
Voice recordings can be found and played back by clicking the Search Recordings button from the AuditLog Properties page to invoke the AuditLog search utility. In addition to this utility, individual recordings can also be accessed by selecting the play button from the All Contacts or Call Details report (and optionally any suitably created custom reports where this link has been included). On doing so the Screen Playback dialog is invoked.
Screen Playback Dialog
Shows details of the selected recording.
| • | Contact Details - the date of the recording together with the user and remote telephone number involved in the contact; |
| • | Start time - the time that the contact started; |
| • | End time - the time that the contact ended; |
| • | Position bar - a visual indication of where you are currently in the recording playback. You can click on this bar to start the playback from a particular position; |
| • | Display window - a visual interpretation of the recording. If this is a voice recording only then this will simply by a sound wave. If this is a screen recording then once the playback is started this window will show the PC screen of the agent handling the contact. |
From here the user can:
| • | Control Play - click the play control button to the left of the start date to play, pause and resume the playback; |
| • | Adjust screen size - select Toggle Full Screen Mode from the drop-down menu to the right of the play bar end time to toggle the display between full screen mode. For screen recordings Normal Size and Fit to Screen are also available to display the playback screen recording accordingly; |
| • | Phone Audio - if your browser does not support the voice recording audio format, or you do not have headphones/speakers, you can click this button to call your phone to playback the recording. Enter your number in the box provided and click the Call Me button. rostrvm will dial the number provided and then playback the recording when you answer the call; |
| • | Download - click this button to download the recording locally to a .WAV file (voice recording only) and then replay the recording using an appropriate voice playback application; |
| • | Send - send the voice recording to a .wav file as an attachment in an email using the Send Email dialog; |
| • | ScoreCard - click this button to invoke the ScoreCard dialog to allow the user to grade the performance of the agent's handling of the recorded contact; |
| • | Delete - Delete this recording. The Confirm Deletion dialog is displayed. Enter a reason for the deletion and click the Delete button to complete the action. |