Listen to an audio contact in the new media player

IMPORTANT The information on this page is about the Audio and Time panels in the new media player. For information about Audio panel in the classic media player, go here: Listen to an audio contact in the classic media player. For information about the Timeline panel in the classic media player, go here: Skip forward and back in a recording in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you. If you see the Switch to new media player button, or if you don't see either of these buttons, you are in the classic media player. Go here for information about the classic media player: Play contacts with the classic media player.

The Time panel in the media player lets you control the playback of an audio or screen recording.

The Audio panel in the media player visualizes the audio recording. The energy bar shows where audio activity (the agent and customer speaking) occurred throughout the contact.

NOTE If an agent’s screen activity was recorded before a call started or after a call ended (for example, because of a Screen Recording Extension configuration), the energy bar is blank during that portion of the recording.

The color of the audio streams depends on the type of recording.

Energy Bar	Recording Type	Description
	Stereo	The inbound audio stream is gray. The outbound stream is blue.
	Mono	The audio stream is blue.

Speech energy event markers next to the energy bar label where Webex WFO detects significant audio events, such as where both the agent and the customer spoke at the same time.

Prerequisites

Your organization has the QM license and either the Analytics Enterprise license or the Analytics Enterprise Plus license.
Your organization has opted in to access the new media player.
You have the View Contacts permissions.
For the Audio panel to appear, the contact must be an audio call with a voice recording. For the Time panel to appear, the contact must have an audio recording, a screen recording, or both.
For Pause markers to appear in the Audio panel, automated pause and resume must be configured. See Webex WFO Pause and Resume.
For Silence markers to appear in the Audio panel, the silence threshold must be set on the QM Global Settings page. See Configure QM global settings.
For Talkover markers to appear in the Audio panel, the talkover threshold must be set on the QM Global Settings page. See Configure QM global settings.

Page location

New media player > Time panel

New media player > Audio panel

You can access the new media player by opening a contact from one of these locations:

Analytics > Trending Topics
Analytics > Auto QM
Analytics > AI Tags

Procedures

Skip to a specific spot in the contact

In the Time panel, click a location in the vertical gray line, or drag the black circle to that location, to move forward or backward to specific points in the recording. The AI transcription panel, Audio panel, AI sentiment panel, Phrase hits panel, Desktop panel, Screen Capture panel, and audio timestamp (next to the Play button) move to the corresponding part of the contact.
In the Audio panel, click a speech energy event. The AI transcription panel, Time panel, AI sentiment panel, Phrase hits panel, Desktop panel, Screen Capture panel, and audio timestamp (next to the Play button) move to the corresponding part of the contact.

View more information about a speech energy event

Hover over a speech energy marker to view the event type, the timestamp in the contact where it occurred, and its length.

The following table describes all event markers.

Icon	Type	Description
	Hold	The agent placed the call on hold. NOTE Hold events are not available for all integrations.
	Pause	The recording was paused because the agent did something that told Webex WFO to stop recording (see Identify websites and apps to be tracked by Analytics).
	Silence	Neither the agent nor the customer was speaking, and the silence was long enough to meet the threshold that is set on the QM Global Settings page (see Configure QM global settings and About silence and talk over events). NOTE Brief background noises might appear as audio energy, but Webex WFO still considers those silence.
	Talk over	Both the agent was the customer were speaking at the same time, and the talk over was long enough to meet the threshold that is set on the QM Global Settings page (see Configure QM global settings and About silence and talk over events).

Add or remove speech energy event markers from the Audio panel

Click the options icon in the upper-right corner of the panel.
To add an event type to the panel, select its check box. To remove an event type, clear its check box.