Conversations on ~.UcClient.~ Unified Communications

Recording Playback

Mon, 01 Jan 0001 00:00:00 +0000

Recording Playback #

If a selected call has been recorded and you have permission to access it, the recording player should show within the conversation view for any selected call:

To playback the call, simply click on the play icon. The recording will then play through the embedded media player.

note
If a call has been held/retrieved or has had the recording stopped and restarted, there may be multiple recordings for a single call. Use the backward and forward track buttons to navigate between recordings for a call.

Recording Download #

Once you have initiated playback of the recording, a download option will become available which allows you to download the recording as an audio file:

Transcription & Summary

Mon, 01 Jan 0001 00:00:00 +0000

Transcription & Summary #

If transcription has been enabled on your account, you can view the transcription of calls along with a summary of the conversation. Transcription can be enabled on a user by user basis.

A summary of the conversation will be displayed on the 'Overview' tab of the conversation view. The summary will include a brief synopsis of the call and the general content.

A copy of the summary can be copied to the clipboard by clicking on the copy icon in the top-right of the summary box.

Keywords & Topics

Mon, 01 Jan 0001 00:00:00 +0000

Keywords & Topics #

If the Conversational Intelligence features are enabled and configured, you can view the keywords, topics and sentiment data for each call within the 'Conversations' section of the portal. This data is displayed in the right-hand panel of the conversation view:

note
Keywords, Topics & Sentiment data is only available if you have the Conversational Intelligence features enabled and configured. If you cannot see this data, please check with your administrator to ensure you have the correct permissions and that the features are configured correctly.

Topics #

While analyzing the conversation, the system will attempt to identify the primary topic for the conversation in a 1 to 2 word phrase. This is designed to give a quick insight into the main topic of the conversation, allowing you to quickly understand what the call was about without needing to listen to the recording or read through the transcription.

Scores

Mon, 01 Jan 0001 00:00:00 +0000

Scores #

If scorecards have been configured for your organization, calls are automatically scored against your defined criteria. Scorecard results appear in two places within the conversation view:

Overview tab — a summary widget displays the overall score and key metrics at a glance, giving you a quick indication of call quality.

Scoring tab — a detailed breakdown shows how the call performed against each scorecard, with individual scores for every criterion. This allows you to review exactly which aspects of the call met expectations and where improvements may be needed.