Interaction Solutions

Advantages

Premise or Cloud

Simple Configuration

Plays Audio/Video

Plays Encrypted/Unencrypted

Rapid Deloyment

QM Module

Track NPS scores

Interaction Archive Player

Interaction Archive Player (IAP) is able to play encrypted and unencrypted archived interactions from the Genesys PureEngage Premise environment. IAP offers the ability to search and play interactions from an archive space, reducing online storage overhead and allowing interactions to be in a near production ready state. Notes can be saved for individual interactions with the ability to tag and download each interaction.

Interaction Cloud Player

Interaction Cloud Player (ICP) is able to play encrypted and unencrypted archived interactions from the Genesys PureEngage Cloud environemnt.

All the features of IAP, but for Genesys PureEngage Cloud calls.
The fields displayed for Cloud calls differ slightly from the premise version and can be enhanced by using attached data fields.

Features

Stereo wave display of interactions.
Mono recordings can be split to play in stereo headset.
Zoom in and out of wave form.
Individual volume control for each channel.
Download media, metadata and notes.
Available for Premise and Cloud

Metadata Search

Users can search for metadata key/value pairs.
By selecting a desired key name the system will provide a list of all possible values which have been assigned.
Select a an appropriate value and the system will present a list of calls which match the key/value pair.

File Download

Clicking on the Download icon will mark an interaction for download.
Multiple rows can be selected.

Bulk interaction download is also available. An audit trail is kept of who requested a download, when and which interactions they downloaded. An archive of a selected interaction can be made which contains audio or video files, associated notes and the original metadata .json file.

The archive is then available to download.

Using the bulk download facility a user can download a set of interactions. Using multiple filters to get the exact set required.

Play encrypted interactions

IAP automatically detects encrypted files and applies the appropriate decrypt key to allow the interaction to be played.

User management

IAP employs a user management interface which makes administrating users and permissions simple

User Access Groups

IAP adhers to the GIR access groups as defined in the metadata.json file for each interaction.
Users will default to their assigned groups but can select any valid groups to display interactions

Playing Voice Recordings

Interactions are displayed in a simple table format. Important columns have search options. Simply begin typing the value and the filter will begin removing unwanted entries.

Users may view all interactions or select various options such as call type. Inbound, Outbound, Consult and Internal.

Selecting interactions with specific duration is simply a matter of setting a minumum and maximum interaction length.

Filter between voice and screen records - Boths by default

Interactions saved as stereo are represented by individual media streams.

Play Screen Recordings

Utilizing a browser embedded video player screen recordings can be viewed.
Providing the user with the same screen experience as the original user.

Again, both encrypted and unencrypted interactions can be viewed.

Quality Management

(Requires additional license)

Quality management is now a vital part of any interaction management scheme.

With Interaction Solution's Quality Management module it is possible to easily and effectively assess interaction effectiveness

Interaction transcriptions can be viewed while playing an interaction

Specific regions of an interaction are highlighted when a notation is made against a specific piece of speech.
The particular score determins the highlight color.

Transcribe now supports 31 languages including Gulf Arabic, Modern Standard Arabic, Chinese Mandarin-Mainland, Dutch, Australian English, British English, Indian English, Irish English, Scottish English, US English, Welsh English, French, Canadian French, Farsi, German, Swiss German, Hebrew, Indian Hindi, Indonesian, Italian, Japanese, Korean, Malay, Portuguese, Brazilian Portuguese, Russian, Spanish, US Spanish, Tamil, Telugu, and Turkish languages

Administrators can view, at a glance, what call volumes they have experienced.

QM Player

(Requires additional license)

The QM player is used while performing quality assurance on interactions.
By associating a template to any access group, notations can be added at any place in the call.
Scoring the event will place a colored region on the specific location within the waveform.

Deployment Models

Architecture

PLANET

For sites with less than 1 million calls per year

Single Node
Consists of 3 servers
1 Database Server.
1 Replication slave
1 Web Server
MySql Database replication to slave
No Disaster recovery options

GALAXY

Galaxy model - Elasticsearch

Suitable for sites over 1 million recorded interactions per year.

Environment

The minimun requirement:
4 servers
Webserver:
3x Elasticsearch nodes.

UNIVERSE

Multi Site
Consists of two or more Galaxy sets.
Provides full database replication across all nodes.
Adding more Galaxy sets allows for multi-region or multi-national deployments.

INTERACTION ARCHIVE PLAYER