• Contents

Call Scorecard

You can acknowledge a scorecard and review a recording in the Call Scorecard.

Requirement: See Interaction Quality.


Navigation controls

Use these controls to view other scorecards found by the Scorecard search.



Click Close to return to the My Quality Results Scorecard list and preview.



Use this section to review the scores for this interaction. See Scorecard for a description of the information available here.


Interaction recording

This section includes media details and controls for playing back the recorded call.


Media Details

This section displays the date of the recording and its length. It also displays Interaction ID for the recorded interaction. Interaction direction can be Inbound or Outbound for calls.

An icon indicates recording type.

  • Policy-based recording

    This is a recording made automatically based on criteria set in the Interaction Recorder Policy Editor.

  • Snippet recording

    This is a user-initiated recording. It is stored in the CIC database. For more information about Snippet recordings, see Recording Types.


Call Recording

A Call recording is indicated by both a label and an icon.



A single waveform indicates a Mono Channel recording.

Two waveforms indicate a Dual Channel recording where two distinct channels, one per party in the conversation, are recorded separately on same audio recording.


Playback controls

The playback controls include:

  • Audio Seek bar
  • Play/Pause toggle
  • Stop
  • Forward (5 secs)
  • Backward (5 secs)
  • Mute toggle
  • Volume Slider (0 - 100)
  • Playback speed gauge (0.5x, 1x, 1.1x, 1.2x, 1.3x, 1.4x, 1.5x, 2x, 4x)

Note: The selected playback speed remains constant for the current scorecard while you pause, stop or perform any other recording action. Playback speed resets to 1x when you change to another scorecard.


Device for playback

Select the device to play the call recording.

  • Primary Sound Driver
    Play back the recording through your computer speakers.

  • Telephone Handset
    Play back the recording to your CIC extension and listen using your telephone handset.

Note: Your CIC administrator can set Telephone Handset as the default playback device in Interaction Recorder configuration in Interaction Administrator.