PEC-REC/Current/User/mediaplayer - Revision history

WikiSysop at 07:30, October 9, 2023

2023-10-09T07:30:39Z

WikiSysop at 11:00, July 20, 2023

2023-07-20T11:00:55Z

Venkatesan.Pavadai.IX: Published

2022-01-13T08:49:48Z

Published

Venkatesan.pavadai@genesys.com: Published

2021-12-08T11:24:26Z

Published

Venkatesan.pavadai@genesys.com: Published

2021-12-08T10:53:15Z

Published

Merav.levy@genesys.com: Published

2021-11-17T12:20:10Z

Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:31:44Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:34:32Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

2020-07-15T12:07:00Z

Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

2020-07-15T12:03:23Z

Text replacement - "PureEngage" to "Genesys Engage"

@@ Line 133: / Line 133: @@
 {{!}}14
 {{!}}Screen Recording playback. In this area of the screen you can view the selected screen recording. A screen recording is a video of the agent's screen during the specific agent-customer interaction.
 {{!}}Audio Interactions
 {{!}}-

@@ Line 41: / Line 41: @@
 *You can play back an interaction from any point in the recording.
-*Supports voice recordings and screen recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions.{{NoteFormat|SpeechMiner is deployed in the primary region. If the primary region goes down, the recordings for the calls in the secondary region are not lost. Because of the switchover, there is a delay in SpeechMiner processing the calls from the secondary region.|3}}
+*Supports voice recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions.{{NoteFormat|SpeechMiner is deployed in the primary region. If the primary region goes down, the recordings for the calls in the secondary region are not lost. Because of the switchover, there is a delay in SpeechMiner processing the calls from the secondary region.|3}}
-*Voice recordings and screen recordings metadata is now exported to Azure Blob for download. You can access and export the call events associated with an interaction and also find other interactions.{{NoteFormat|In a multi-region deployment, the audio metadata for the calls originating in the secondary region is exported to Azure Blob in the secondary region whereas the screen  metadata is exported to Azure Blob in the primary region.|1}}
+*Voice recordings metadata is now exported to Azure Blob for download. You can access and export the call events associated with an interaction and also find other interactions.
 *Playback always begins from the location of the marker in the audio graph.
 *When you play back an interaction from the Search Results grid, the marker moves to the beginning of the interaction.
@@ Line 164: / Line 164: @@
 '''Numbers:''' Numbers consisting of more than two digits may be filtered out of interactions to ensure unauthorized users do not have access to credit card numbers and other confidential information. When you filter text interactions, the confidential digits appear as asterisks.
 '''Comment-Only permission:''' Some users may only be able to access the parts of an interaction where  comments were attached.{{NoteFormat|For additional information about the filter rules in your system, consult your system administrator.|}}<br />

@@ Line 41: / Line 41: @@
 *You can play back an interaction from any point in the recording.
-*Supports voice recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions.{{NoteFormat|SpeechMiner is deployed in the primary region. If the primary region goes down, the recordings for the calls in the secondary region are not lost. Because of the switchover, there is a delay in SpeechMiner processing the calls from the secondary region.|3}}
+*Supports voice recordings and screen recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions.{{NoteFormat|SpeechMiner is deployed in the primary region. If the primary region goes down, the recordings for the calls in the secondary region are not lost. Because of the switchover, there is a delay in SpeechMiner processing the calls from the secondary region.|3}}
-*Voice recordings metadata is now exported to Azure Blob for download. You can access and export the call events associated with an interaction and also find other interactions.
+*Voice recordings and screen recordings metadata is now exported to Azure Blob for download. You can access and export the call events associated with an interaction and also find other interactions.{{NoteFormat|In a multi-region deployment, the audio metadata for the calls originating in the secondary region is exported to Azure Blob in the secondary region whereas the screen  metadata is exported to Azure Blob in the primary region.|1}}
 *Playback always begins from the location of the marker in the audio graph.
 *When you play back an interaction from the Search Results grid, the marker moves to the beginning of the interaction.

@@ Line 41: / Line 41: @@
 *You can play back an interaction from any point in the recording.
-*Supports voice recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions.{{NoteFormat|SpeechMiner is deployed in the primary region. If the primary region goes down, the recordings for the calls in the secondary region are not lost. But it takes considerable time for the primary region to be back up for the SpeechMiner to catch up on the unprocessed calls from the secondary region. This causes a delay in visualization, playback and analytics for those calls.|3}}
+*Supports voice recordings in both primary and secondary regions. You can use the SpeechMiner UI of the primary region to play back the recordings from both regions.{{NoteFormat|SpeechMiner is deployed in the primary region. If the primary region goes down, the recordings for the calls in the secondary region are not lost. Because of the switchover, there is a delay in SpeechMiner processing the calls from the secondary region.|3}}
 *Voice recordings metadata is now exported to Azure Blob for download. You can access and export the call events associated with an interaction and also find other interactions.
 *Playback always begins from the location of the marker in the audio graph.

@@ Line 41: / Line 41: @@
 *You can play back an interaction from any point in the recording.
 *Playback always begins from the location of the marker in the audio graph.
 *When you play back an interaction from the Search Results grid, the marker moves to the beginning of the interaction.
@@ Line 152: / Line 154: @@
 {{!}}}{{AnchorDiv|hidden}}
-=== Hidden Confidential Information ===
+===Hidden Confidential Information===
 Interaction audio and text may be filtered in your system so that it is hidden from the users eyes. This is done to ensure that confidential information cannot be accessed by users who do not have permission to do so. For this reason, different users may have different permissions. As a result, certain parts of an interaction may be hidden for some users but not for others.

@@ Line 8: / Line 8: @@
 |Role=Administrator
 |Application=Recording
 |Section={{Section
 |alignment=Vertical
 |structuredtext=The Media Player provides a range of interaction playback features that can help you to:
@@ Line 36: / Line 31: @@
 {{NoteFormat|Interactions are re-indexed when an interaction is played and when a comment is added or changed.}}
 |Status=No
 }}{{Section
@@ Line 43: / Line 36: @@
 |anchor=playback
 |alignment=Vertical
 |structuredtext=The Media Player is activated above the Search Results grid when you select to play back an audio interaction, event and/or screen recording.
@@ Line 159: / Line 150: @@
 {{!}}Enables you to enlarge the video screen in the media player.
 {{!}}Audio Interactions, Events
-{{!}}}
+{{!}}}{{AnchorDiv|hidden}}
-|structuredtextwide=
-|FAQHeading=
+=== Hidden Confidential Information ===
 |Status=No
 }}{{Section
@@ Line 167: / Line 169: @@
 |anchor=dualchannelaudio
 |alignment=Vertical
 |structuredtext=Recordings in Genesys Multicloud CX are recorded with dual channel audio, one for the agent's side of an interaction and the other for the customer's side of the interaction. If your recording system does this, an energy bar (as shown in the following image) will appear above and below the line in the audio graph so that you can tell who is speaking at any given moment. Filtered audio content is still displayed in gray. As a result, you may see as many as three different colors in the audio graph.
 [[File:SM_dual-channel.png]]
 |Status=No
 }}{{Section
@@ Line 179: / Line 177: @@
 |anchor=actions
 |alignment=Vertical
 |structuredtext=In addition to playing back an interaction, the Media Player enables you to perform numerous tasks.
@@ Line 248: / Line 244: @@
 #Select the '''More''' menu [[File:SM_more.png|link=|11px]] in the media player and click '''Tag...'''. The '''Tag''' '''Interaction''' window appears.
 #In the '''Tag''' '''Interaction''' window, clear the checkbox associated with the tag you want to remove from the interaction and click '''Confirm. '''The tag is removed from the selected interaction.
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Use the Media Player to play back the audio of a recorded interaction and explore other aspects of the interaction. With the Media Player you can listen to an interaction, access a transcript of the interaction to view the words spoken, read comments to view other users ideas and thoughts about the interaction, add your own comments, view events associated with the interaction, an so on.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Recording

@@ Line 169: / Line 169: @@
 |Media=
 |image=
-|structuredtext=Recordings in Genesys Engage Cloud are recorded with dual channel audio, one for the agent's side of an interaction and the other for the customer's side of the interaction. If your recording system does this, an energy bar (as shown in the following image) will appear above and below the line in the audio graph so that you can tell who is speaking at any given moment. Filtered audio content is still displayed in gray. As a result, you may see as many as three different colors in the audio graph.
+|structuredtext=Recordings in Genesys Engage cloud are recorded with dual channel audio, one for the agent's side of an interaction and the other for the customer's side of the interaction. If your recording system does this, an energy bar (as shown in the following image) will appear above and below the line in the audio graph so that you can tell who is speaking at any given moment. Filtered audio content is still displayed in gray. As a result, you may see as many as three different colors in the audio graph.
 [[File:SM_dual-channel.png]]

PEC-REC/Current/User/mediaplayer - Revision history

WikiSysop at 07:30, October 9, 2023

WikiSysop at 11:00, July 20, 2023

Venkatesan.Pavadai.IX: Published

Venkatesan.pavadai@genesys.com: Published

Venkatesan.pavadai@genesys.com: Published

Merav.levy@genesys.com: Published

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "Genesys Engage Cloud" to "Genesys Engage cloud"

WikiSysop: Text replacement - "PureEngage" to "Genesys Engage"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"