Interaction Archive Player

Making interactions simple

Migrating to Genesys Cloud® ? Genesys Cloud® is undoubtably the future for Customer Engagement Centers.

Genesys Cloud CX ®

While GC has its own feature rich interaction recording solution there are use cases where customers cannot keep their recordings within a cloud environment.
IAP allows interactions which have been recorded within the Genesys Cloud to be kept locally.
IAP makes the interactions available in a near production ready state.

Genesys Engage Premise/Cloud®

Whether you use the Genesys Media Lifetime Management (MLM) tool for Premise or Recording Cloud Backup Service (RCBS) the archived information is identical
IAP interprests the metadata, builds it database and allows users to search, play and download any of the available interaction
Regions Restrict/Allow users to search for interactions within their own region, or across multiple regions.
Access Groups Access groups make up the base of any Line of Business. You can assign multiple access groups to users, or allow them to view interactions from any access group

Genesys PureConnect®

Exporting PureConnect interactions to an archive location results in a .csv list containing limited metadata about each interaction.
IAP can interpret that information to present within the user interface.

Features

Data Sovereignty

Data sovereignty is the idea that data are subject to the laws and governance structures within the nation it is collected. The concept of data sovereignty is closely linked with data security, cloud computing and technological sovereignty. (Wikipedia)
IAP is capable of creating a connection to a Genesys Cloud environment to download your interactions to a local storage location of your choice. The destination can be local or in your own cloud environment.

Division Separation

Oranizations with one or more 'Divisions' can enforce seperation at the interaction level.
By assigning a Division to a user, they will only be able to search,view, play and download interactions for their particular Division.

Agent Segment playback

Interaction recordings contain all the events which occured during the lifecycle of an Interaction. This may include an IVR segment, Queueing, Ringing etc. before the Agent begins a conversation with the customer.
IAP allows users to search and play the 'Agent Segment' of voice interactions.
Users can be allocated either 'All' or 'Agent' within their assigned profile in IAP. Setting to 'All' allows the user to hear the total recording while a user with an 'Agent' setting will hear the conversation from
when the agent began to interact with the customer.

Search/Sort interactions using the following search criteria:

Utilize multiple search criteria


  • Agent name
  • Caller Number
  • Call duration (from – to)
  • CallId
  • Play encrypted calls
  • Agent ID number
  • Dialed number
  • Date and time (from – to)
  • Sort by Access Group
  • CallUUID
  • Business Unit/Line of Business Extraction Module

    QM Module - Engage Premise/Cloud

    The extraction module allows customers to organize their archived interactions into specific business units.

    Simply create new business units, then assign your appropriate Access Groups via drag and drop.
    The file sizes are calculated as they are assigned to indicate the combined file sizes which will be required when the Business Unit is exported.
    Business Units then become the respository for an individual segment of an organization.

    Choose your media export type
    When creating the export a user may select whether to export as .mp3 or .wav

    Line of Business analytics extract

    Utilizing the Business Units module a subset of interactions can be exported.
  • Select the required Business Unit/LOB
  • Select a Date Range
  • Choose selection Criteria : A random set of {x} calls or a percentage
  • Select destination : Local storage or Cloud storage
  • Process ....
  • The output is sorted by :
  • Business Unit/Line of Business
  • Year
  • Month
  • Day
  • Encrypted calls will be unencrypted before export.
    Requires 'Export' privileges

    IAP Features

    Some of the many features offered by IAP

    • Search/Play/Export archived interactions.
    • Play encrypted interactions.
    • Create notation for each interaction
    • Regional seperation More Details
    • Attached Data Sear More Details

    Regions

    Genesys MultiCloud® interactions can be segmented by region.
    Especially for multi site customers this becomes vital to allow segmentation of interactions where they require each region to only have access to their own recordings.
    Each region may also require their own specific encryption file.
    IAP offers a setable option, at the user level, where each user can be limited to their own specific region, or alternatively, allow them to view interactions for all regions.

    Attached Data Search

    Genesys MultiCloud® interactions can contain attached data in the form of key/value pairs. This information can contain various pieces of important information such as :
    • Customer Contact ID
    • Account Number
    • Product Types
    • Business Result
    • Various pieces of queueing information
    • Etc...
    • IAP allows users to search by these key/value pairs. The returned result will contain all interactions which match the criteria, within the selected date/time range.

    Customers

    Completed projects

    BlueCare and BlueShield of North Carolina

    Interaction Player

    Screen shot examples

    Playing an interaction

    Pricing

    Each implementation is unique. Pricing depends upon many factors.

    Sizing

    • Total number of interactions to be processed
    • Fixed number or ongoing archives.
    • Number of attached data key/value pairs per call
    • Where will IAP be located, Premise or Cloud
    Please send a request for more info.

    Technical Description

    How does IAP work ?

    Phase 1 Export information from Genesys environment By utilizing the MLM function available within GAX, an export schedule can be created which will query the GIR system for all interaction matching a specified criteria.
    The output of the export contains the audio and its associated metadata file.
    Examples are publically available at Genesys Documentation
    The archived files are saved in the location specified within the MLM extract task. IAP is then configured to access the customer's location. This can be a share network drive, Local storage or cloud storage media such as AWS S3 or Azure Blob.
    Phase 2 - Process Server. - IAP contains a processServer task which accesses the metdata and translates it into database entries which it then uses to populate the user interface.
    The process can be run at any interval.
    Using the destination value, and the values within the metadata, IAP can then determine the location of the relevant media file.
    Phase 3- Playing an Interaction When a user selects an interaction to play, IAP can determine its location from the database tables and presents it within the media player.

    Tracking failed recordings.
    In the unlikely event that the recording failed, the metadata will still be created and IAP would process the call as normal. However there will be 0 bytes of audio to play.
    When new interactions are processed by IAP it assigns two values to each call which is uses to track these events.
    Reviewed - During the processServer extraction this value is set to 0, when a user plays the call it is then set to 1.
    Valid - During the processServer extractin is is also set to 0. When the user attempts to retrive the interaction from the storage medium, IAP will calculate the file size.
    Successful Call. Reviewed is set to 1 and Valid is also set to 1.
    Unsuccessful Call. Reviewed is set to 1, however the valid remains at 0 indicating an unsuccessful call.
    For S3 storage installations this is achieved by examaning the returned metadata from the request. The content-length value returned by AWS is used to determine if the call is valid or not.
    If the content-length is greater than 0 this would indicate there has been audio saved for this call. However, zero indicates no audio was saved to the storage medium. For Premise installations this is achieved by checking the filesize on the storage medium.
    Users, with the appropriate roles and permissions, can view a list of all failed calls.
    They can then examine the original metadata as saved by the MLM function and take appropriate action.

    Frequently Asked Questions

    Questions asked by customers related to deploying IAP

    Contact

    Ask us a question, request a demo

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    Registered Office: 211 Brisbane St. Ipswich