Bookmarks are portions of call recordings that can be added to each question to provide examples of agent interactions that the evaluator used to determine the score for that question.
To add a bookmark, complete the following steps.
Click and drag your mouse over the portion of the audio graph to include a recorded call in the evaluation.
Select audio that represents the clip you want to use for the bookmark. The audio graphs for all calls included in the evaluation are located at the bottom of the evaluation screen.
Hover over the bookmark and click on the 
icon and drag the bookmark over the text of a question. The audio has been added to the question.
After the bookmark has been added to a question you can play the bookmark by clicking on the 
button.
You can remove a bookmark by hovering over the bookmark and clicking on the 
button.
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You can view a video demonstration on how to create bookmarks by clicking How to Create a Bookmark in any audio graph in the evaluation. |
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