Viewing Chat Recordings

Users with the Playback Recording permission in their Security Profile can view chat recordings.

To view chat recordings click the navigation icon. The Recordings tab displays containing the search criteria bar and the search results table. To view a chat recording complete the following steps:

Define the search criteria.
Change the Media Type criteria to Screen Recordings.
Click the Search button. The chat recordings satisfying the search criteria are listed.
Left click the chat recording you wish to play and click the Details button in the context menu.

The Preview function is not available for chat recordings.

The chat recording details tab is displayed, the tab name contains the user’s name and the date and time of the recording. The tab contains the content of the chat and the name of the recording file.

Use the panel divider to resize the chat content area and the flag/notes section.

Users must have the Playback Recording permission in their Security Profile to view chat recordings. If their profile also contains the Change System Settings permission they can also access the audit log events for the chat recording on the recording details tab.

Optionally, an additional authorized user may be required to enter their credentials before playback is allowed. See Authorized User for Playback Option for more details.

The chat recording tab also contains any Flags, Description, and Notes that have been applied to the chat recording; you can edit these as required. If you have the appropriate permission, the foot of the page also displays the Audit Log records for the chat recording.

A Word Counts section is available for text recordings if Word Counting is enabled. Two heat maps are displayed with buttons to copy all words in the heat map to the clipboard.