# Genesys Quality Management Suite 8.1.520 : Universal Player Controls

## Clicking the Waveform to Start Playback from a Certain Point

Click on a particular place in the waveform to start playing from that point. The play head moves to the new position. This is possible even when Universal Player is playing.

## Adjusting the Volume and Muting

To adjust the playback volume, point to volume and then adjust the volume slider that appears.

To mute the playback click volume and mute off displays.

To hear the playback click mute off and volume displays.

## Selecting Channels

When a customer and agent speak at the same time or there is interference on the line one of the parties to the call it is sometimes useful to listen to just one channel or the other

To listen to a specific channel:

- Click the blue number, representing the percentage of talking time, to listen to only the left hand channel. To listen to both channels click the blue number again.
- Click the purple number, representing the percentage of talking time, to listen to only cross-talk, this is when both parties are talking at the same time.To listen to both channels click the purple number again.
- Click the red number, representing the percentage of talking time, to listen to only the right hand channel. To listen to both channels click the red number again.

In the screenshot the left hand channel was talking 52% of the time, for 11% of the time both parties were talking, and the right hand channel was talking for 53% of the time.

These figures indicate how well the agent is communicating. In general the middle figure, the cross talk, should be as low as possible.

## Setting the Playback Speed

Often the whole content of a call is not significant. Alter the playback speed to listen quickly through parts of the call that are not of interest and then resume normal speed where it is necessary to pay attention to detail.

By default normal playback speed displays playback is at normal speed.

Click normal playback speed and 140% playback speed, displays.

The playback is 40% faster than normal speed.
Click 140% playback speed and 170% playback speed displays.

The playback is 70% faster than normal speed.
Click 170% playback speed and normal playback speed displays.

The playback returns to normal speed.

The figures to the right hand side show the elapsed time of the interaction.

## Selecting a Portion of the Call for a Playback Loop

Select specific portions of the interaction to play back more than once.\

Click selection start, at the start of the selection, listen to the playback until the section of interest finishes and click selection end, at the end. The selection displays in yellow. Click play to start playback. Universal Player plays that selection over and again.

To clear the selection click .