Page History

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• Direction
  • Inbound interaction
  • Outbound interaction
• Participants 
  • Participant name
  • Email
  • Chat
  • Mobile Number
• Purpose
  • agent
  • customer
  • acd
  • ivr
  • user
  • external, customer, acd. ivr. user, external
• Media Type
  • voice
  • callback
  • email
  message
  • , callback, email, 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)

Note: Where poor voice quality has been detected, a session will be marked with a warning triangle.

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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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