Media Player Options

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Recording in Genesys Engage cloud.

In addition to playing back an interaction, the Media Player enables you to perform numerous tasks.

In this page you will learn how to:

• Export an interaction.
• Add an interaction to an interaction list
• Delete an interaction from the current interaction list.
• Create a permalink to the interaction.
• Tag an interaction.
• Remove a tag from an interaction

Export an interaction

If you want to save an interaction or send it to another user, you can export the interaction as a .zip file that contains the following:

• A CSV file with information about the interaction. This file can be opened using a spreadsheet application such as Microsoft Excel.
• An MP3 file. A playable audio file of the interaction (optional).

1. Select Explore > Search.
2. Select the interaction(s) that you want to export.
3. Click More  and select Export. A dialog box opens and asks if you want to include the audio files with the export.
4. Select Export the selected interactions or Export all the interactions. 
5. Select the Include audio and text interaction files checkbox if you want to include these files in the .zip file and click Export.
6. Select the desired option. If you select Open, the file opens in the application that is configured to open ZIP files on your computer. If you select Save, a Save As dialog box opens.
7. Navigate to the folder in which you want to save the file, and then click Save. The file is saved in the selected location.

Add an interaction to a list

An interaction list is a list of interactions that is saved for later use.

You can add an interaction to a global interaction list.  

For additional information, see: Batch Actions. 

Delete an interaction from the current interaction list

1. Select Explore > Search.
2. Select the interaction(s) that you want to delete.
3. Select More  and click Delete.
4. Click OK when asked if you are sure you want to delete. The selected interactions are deleted.

Create a permalink to an interaction

1. Select Explore > Search.
2. Select the interaction(s) that you want to delete.
3. Select More  and click Permalink.
4. Copy the link from the dialog box that opens.

Tag an interaction

1. Perform a search. See Create a New Search for details. 
2. From the search results list, select the interaction that you want to tag.
3. Select the More menu  in the media player and click Tag.... The Tag Interaction window appears.
4. In the Tag Interaction window, select one or more tags and click Confirm. The selected interaction is tagged with the selected tags.

Important

In multiple segment interactions, tags will be associated with the entire interaction and not a specific segment. Segments will not have their own tags. 

Remove a tag from an interaction

1. Search for the interaction whose tag you want to remove. 
2. Select the interaction.
3. Select the More menu  in the media player and click Tag.... The Tag Interaction window appears.
4. 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.