# Genesys Quality Management Suite 8.1.520 : Features of Universal Player

Universal Player displays speech tags, with separate waveforms for the agent channel, customer channel, and cross talk.

- Speech Tags display as icons within the media stream waveforms to identify where a specific phrase was identified.
- Waveforms display separately, in blue for the left channel and red for the right channel so that the customer and agent can be identified. The silent portions of the call display in the background white.
- Universal Player normalizes the volumes for interactions. This prevents the perception that the calls are recorded at different volumes and reduces the necessity to constantly adjust the volume manually. The normalization is applied to both channels in stereo recordings.
- In Default and Advanced Modes Universal Player skips silent portions of the call over 3 seconds and plays a sound effect to denote the gaps. Universal Player skips silence of over 10 seconds and plays a different sound effect to denote the longer gaps. In Screen Mode, or screen playback in a separate window Universal Player does not skip silent portions. If a user clicks in a silent portion of the playback Universal Player does not skip silent portions until the next one encountered.
- Where the agent and the customer are speaking at the same time, the crosstalk is shown as a purple waveform.
- The percentage of talk time displays in blue for the right channel, red for the left channel left channel, and purple for the crosstalk. The player can play one channel or just crosstalk separately by one, by clicking on the appropriate color percentage displayed.
- Accelerated playback increases the playback speed of the recording. There are 3 speeds available 100% normal speed, 140% and 170% accelerated.
- Screen mode provides video playback of recorded agent desktops. Video playback can provide users with several views. Zoom view enables users to magnify areas of the agent desktop for a closer view. Users may open the video playback in separate screen and view it on another monitor.
- Advanced mode displays interactions that contain multiple segments. Selecting this option displays the segments in a timeline that depicts any hold or transfer times.