Interaction Applications Server Role

Real-Time Settings

The Real-Time Playback Start and End Port parameters are used to stream the audio from the designated recorder (that captured the call) to the supervisor’s desktop. In a regular desktop environment, you should configure a port range that covers a range of two ports (for two RTP streams). In a terminal server/Citrix environment, the port range should contain a range according to the number of interactions/supervisors, multiplied by two. For example, if you have 20 supervisors using a terminal server, you should configure a port range that covers 40 ports.

Parameter	Description
Real-Time Playback Start Port	Type the start number for the port range for real-time playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen.. Default Value: 8500
Real-Time Playback End Port	Type the end number for the port range for real-time playback. Default Value: 8503

Parameter

Description

Real-Time Playback Start Port

Type the start number for the port range for real-time playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen..

Default Value: 8500

Real-Time Playback End Port

Type the end number for the port range for real-time playback.

Default Value: 8503

Playback Contact Gathering

Parameter	Description
Unique Contact ID	Select a unique contact The entire communication experience for a customer, from beginning to end. ID to define the parameter to gather contact segments.

Application Configuration Settings

Parameter	Description
Maximum Number of Search Rows per Page	Type the maximum number of search rows to return per page. Default Value: 50
Default Time Range for Contact Searches (days)	Type the default time range, in days, for contact searches. Default Value: 7
Default Time Range for Evaluations/Assessment Searches	Type the default time range, in days, for evaluation Form used to review employee performance for a specific interaction, which evaluates proficiency in handling interactions and delivering services to a customer. or assessment Feature used to review the customer’s experience with the contact center for a specific contact (aggregation of one or more interactions). searches. Default Value: 30
Maximum Item Age in Workflow Folders (days)	For Shared Inboxes: The number of days that contacts are retained in Shared Inboxes. For flagged folders: The default number of days that contacts and evaluations are retained in flagged folders. The default value can be overwritten in the Flag Manager Feature that enables users to create and edit flags for interactions and evaluations. for each folder separately. For Self-Evaluations predefined view: The time range that you can search for self evaluations. This setting does not apply to the Inbox folder and to the All Evaluations, Assessments, Draft Assessments, and Draft Evaluations predefined views. Default Value: 30 Supports values from 1 to 180 days.

Automated QM

Parameter	Description
Default Language	The language selected by default in the Question Scoring Rule window in the Form Designer. The list of languages matches the available transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. languages in the system.

Security Settings

Parameter	Description
Enforce Org Scope Visibility (Multi-tenancy)	Select to configure SaaS for the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. application.