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- Direction
- Inbound interaction
- Outbound interaction
- Participants
- Participant name
- Chat
- Mobile Number
- Purpose
- agent
- customer
- acd
- ivr
- user
- external
- Media Type
- voice
- callback
- message
Session details
Expand a record using the arrow head to view the sessions within the conversation.Then Then select the session you would like to view via the drop-down arrow head. (see example in picture below)
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Media streams
Next to the selected session you may find a button to "Show Media Streams". (This is not available for Email Workflow.)
Here you will find information on Codec, Packets, maximum Latency and minimum MOS (Mean Opinion Score). Streams Streams with poor MOS or Latency will be highlighted with a Warning triangle.
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Expanded Conversation record showing participant information for Media streams
Stream details
Show Media Streams modal with poor voice quality warning triangle
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