Premise or Cloud
Track NPS scores
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 (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.
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.
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.
IAP automatically detects encrypted files and applies the appropriate decrypt key to allow the interaction to be played.
IAP employs a user management interface which makes administrating users and permissions simple
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
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.
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 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.
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.
For sites with less than 1 million calls per year
Consists of 3 servers
1 Database Server.
1 Replication slave
1 Web Server
MySql Database replication to slave
No Disaster recovery options
Galaxy model - Elasticsearch
Suitable for sites over 1 million recorded interactions per year.
The minimun requirement:
3x Elasticsearch nodes.
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.