Conversation Details

The Conversation Details view displays details of one conversation and enables listening to possible recordings in it.

Note:

To see information in Conversation Details you need the authorization Statistics Details and Manage Contact History to the user or queue.

If your administrator has configured conversation attached data, which is additional information added to a conversation, to be shown, you'll see it in the Attached Data block:

If your administrator has configured an AI analysis to be done for the conversation, you'll see the analysis in its own block:

If the information in this view is a link, clicking the link offers you other actions such as sending an email or starting an agent guidance session.

If there is the Pick button, you can pick the conversation for handling.

Listening to Recordings

To listen to a recording:

  1. Click the Play Recording button.

    Depending on the system configuration, you may be prompted to enter a reason for listening. Each listening session of a recording is logged and displayed in the Recording Activity Log. The Call Recording player is then shown.

  2. Play the recording.

    You can move the cursor forward and backward, or you can increase the speed the recording is played with. To increase the speed, click the button 1x, it changes to 2x, 3x and 4x with each click. Then the next click returns it to 1x.

Downloading Recordings

To download a recording to local machine, click the Download button.

Depending on the system configuration, you may be prompted to enter a reason for download. Each download of a recording is logged and displayed in the Recording Activity Log. The call recording is then downloaded to the browser's defined download file location.