Configure replay rule

The replay rule defines which conversations a user or group is allowed to replay. This includes the definition of replay types, visibility and detail options. You can set individually for each user which recordings are visible and how they can access them.

Create New Rule:

  1. Click on the button Add rule.
  2. In the field Rule Type, select the option Replay.

Edit an existing replay rule:

  1. Select the replay rule.
  2. Click on the edit icon .
  3. The following window is displayed:
Create replay rule
Create replay rule

You can configure the following settings:

Option/Function

Description

Rule Name

Unambiguous, unique Rule Name

Visibility

Defines which conversations are visible.

List of visibility types:

  • Own recordings: Users can only see their own conversations.
  • No recordings: Users can only see no conversations.
  • All recordings: User can see all conversations of a tenant.
  • Individual user: User sees conversations of selected users. (Assign specific users/groups)

Replay

Determines which conversations can be replayed.

List of replay types:

  • Own recordings: Users can only see their own conversations.
  • Allowed: User can play back all visible conversations.
  • Request: Replay requires authorization by a defined user or group.
  • Time-based replay: Replay is time-limited, earlier recordings require a replay request.
  • User cannot replay conversations.

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Visibility Details

NOTICE! Dynamic display when activating: Visibility Details

The Visibility Details option makes it possible to show or hide specific partial views within the detail view of a recording. This allows administrators to control which information is visible to users.

List of Visibility Details

  • Transcript: Displays transcripts, chats and the replay bar.
  • Analytics Change: Enables manual transcription and translation options, within the Recording tab.
  • Manual transcription and the field Translate are displayed.
  • Analytics Results: Shows tabs such as AI Policies, Category and Keywords within the Recording tab.
  • Notes: Shows Notes of the recordings within the Recording tab.
  • TTL Tab: Shows the Retention time (Time-to-Live) within the Recording tab.
  • Custom Fields Tab: Shows User-defined fields within the Recording tab.
  • Metadata Tab: Shows available metadata within the Recording tab.
  • Quality Management: Shows the evaluation of the Feature Quality Management, within the Recording tab.
  • AI Assistant - Main View : Shows AI Assistant in the tab Recording.
  •   see User Manual Recording Insights tab recordings > recordings und metadata > AI Assistent.
  • NOTICE! Dynamic display when activating: AI Assistant - Main View

  • Select question: Here you can select the questions that are answered automatically. This is then located in the AI Assistant History.
  • AI language answer: Here you can select a language from the drop-down list in which the system should output the AI response.
  • AI Assistant - Tab (History): AI Assistant History provides an insight into the AI Assistant questions that have already been applied or automated. The recording is displayed in the tab Recording.
  •  see User Manual Recording Insights tab recordings > recordings und metadata > Detailed view > AI Assistant History

Filter

NOTICE! Dynamic display when activating: Visibility

The filters allow you to restrict and customize the data displayed in the Recordings tab based on specific criteria such as time periods, categories or user assignments.

List of filter types

  • Standard filter: User-defined filter combinations that can be applied with one click.
  • Visibility filter: Only shows conversations according to the set visibility.
  • Replay filter: Only shows conversations that can be replayed within a certain period of time.

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Active

NOTICE! Dynamic display when activating:

NOTICE! For the replay type Time-based Replay, the option Filter has been deactivated.

Here, you can define the filter options in the tab Recording for users.

Conversation types:

  • Type Inbound
  • Type Outbound
  • Type Meeting
  • Internal conversations
  • External
  • Chat
  • Uploaded
  • SMS

Cycle:

Period used to limit and select the displayed recordings.

  • Select a cycle from the drop-down list Cycle or enter an individual start and end time.

Duration of the recording (minutes):

  • Filter by recording duration (e.g. from 1 to 5 minutes). Enter the values in the “From” and “To” fields.

Participants:

  • Select specific users whose recordings are to be displayed.

Recording Owner:

  • Activate the checkbox to only display recordings created by the user.

Integrations Selection:

Select recordings from other programs (e.g. Zoom, Teams) via the integrationsSelection drop-down list.

  • Teams
  • Integration
  • Dynamics Produktiv
  • Zoom integration As App
  • Integration RingCentral
  • Integration
  • LeapXpert-HKT-ASC
  • PDM Integration test

Category Selection:

  • Filter by categories defined in the user or compliance configuration.

Description

Entering a description is optional.

 

  1. Click on the button Save as new rule to save the entries.
    Click on the button Cancel to discard the settings.

Overview of default replay rules

Overview of the default rules for replay: Replay All, Replay No, Replay Own, see Default replay rules.