Tutorial: Features Highlight
Getting To Know U-Capture
Introduction
In this demo, we’ll walk you through U-Capture key features, and provide you with the necessary skills and knowledge to utilize the U-Capture application. The capture of high-quality audio is not only important for capturing conversations for training and compliance purposes, it is also the foundation for getting your enterprise conversations AI-ready and driving an effective AI strategy.
Note
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U-Capture Key Features
This article describes step-by-step instructions to get you started on your way to making the most of U-Capture key features. As the U-Capture feature set expands and new features are released, this article will be updated to help you become familiar with new features quickly and will provide useful links to more detailed technical articles.
Note
The instructions here are not intended to be specific to any customer's business use case or domain.
While best efforts will be made to keep the introduction video up to date with the U-Capture feature set, it should not be used as a comprehensive list of the available U-Capture features.
Follow along as we guide you through the processes to:
Use Live Monitor to supervise and monitor a live call, drop in and listen to ongoing conversations.
Use the Recorded view to filter and find you're captured calls. Annotate, lock, and export the selected call, as well as view the call transcription.
Use the Audit view to retain compliance by viewing a comprehensive report of all system activities in the form of an extensiveaudit log.
View the configured Endpoints and Storage Locations.
Use the comprehensive set of Policies to automatically manage recording, storage, export and access.
Use Admin to manage your system users.
Use Live Monitor
Use Live Monitor to supervise and monitor a live call, drop in and listen to ongoing conversations.
Go to Conversations > and click the Live Monitor tab in the menu at the top.
All agents that you have monitoring permissions for are shown in the agents panel — any agent currently on a “live call” is highlighted as Active using the status column.
To listen to a live call, click the > arrow to the right of an Active Agent in the list, this will open the properties panel, details for the live call are displayed in the Summary tab. The Media Player will be displayed and you can listen to the call.
Click the Speaker icon to the bottom right of the media player to control the volume of either participant, or the master volume.
Add notes to the live call by using the Annotations tab, click Create, add your annotation details and click Save.
Prevent the call from being deleted by using a Lock, in either the Locks tab or in the Summary tab, click Add Lock, add a reason for the lock and click Add Lock if you're in the Summary tab or Save if you're in the Locks tab.
When the call has ended, a message will appear at the top of the properties panel with a note to save any changes before you exit.
Click the X in the top right of the properties panel to close the panel and go back to the list of agents.
To learn more about Live Monitor, see Listen To Live Calls.
Use the Recorded View
Use the Recorded view to filter and find you're captured calls. Annotate, lock, and export the selected call, as well as view the call transcription.
Still in Conversations > click the Recorded tab in the menu at the top of the screen.
Search across your captured calls using the Search box, type in the details you would like your search for and your search will be applied to the results panel. Text searches are not case-sensitive. Clearing the Search box will remove the search from the results panel.
You can filter your Results panel with a time and date range, click the Calendar and set the dates for what you're looking for.
U-Capture provides advanced search filters, click the Filter icon to the left of the search bar. From here you can create a new advanced search:
Click + to add a new filter.
Select a metadata field to search on, select a condition, and finally select or enter what to search for. For example Department > contains > Sales would show any calls where the department metadata contains "Sales".
Click Apply to perform the advanced search. Anything in the search bar will be ignored – only the advanced search filter will be applied.
Tip
Advanced searches using Filters can be used to create complex criteria to search with, for full details on using Filters see Using Advanced Search Filters.
Listening to a recording is simple, select the recording by clicking the > arrow to the right of the recording, the media player (and properties panel) will be displayed, use the media player controls to control the playback (play/pause, fast forward, rewind, restart, change the speed, zoom into the audio, change the volume for either call participant or the master volume).
Annotations can be added to a recording to include reminders, tips, or any other notes you wish to attach. Select the Annotation tab in the Properties panel and click Create. Select your annotation type from the Header drop down, enter the text you'd like to add, and click Save.
This will create an annotation in the Annotations tab as well as an annotation icon in the call time line at the location of the Offset (if you're listening to a call the offset will be automatically set, but is editable). Hover over the annotation icons in the call timeline to quickly display the annotation details (Header, Text, and Offset).
Tip
Annotation Headers can be defined by admins in Configuration > Configure > Annotation Headers, just click + create, name your header and click Create.
Prevent a call from being deleted manually by adding a lock to the call (this can be done manually or by policy, see Locks Policies). To lock a call manually from the Recorded view, click the Locks tab in the Properties panel and click the Add Lock button, enter a reason for the lock and click Save.
Manually export recorded calls from the system, select the recordings and click the Export icon (the square with an arrow) in the top right, enter a Name for the export and set your Media Types and Metadata Format and click the Export button. For automated exports see Export Policies.
A message will appear at the bottom of the screen with a useful link to take you to the Exports page where you can see the progress of your export and download the export package once it's ready.
See your exports by going to Services > Exports in the left side menu.
Tip
For detailed information on annotating, locking, and exporting calls see Actions.
To learn more about the Recorded view and what you can do there, see Search and Replay Recordings.
Use the Audit View
Use the Audit view to retain compliance by viewing a comprehensive report of all system activities in the form of an extensive audit log.
View your system's audit log, go to Services > Conversations > click the Audit tab in the menu at the top of the screen. From here you can see your system audit logs, user activity, system events and so on.
To view an audit log in more detail, click the > arrow to the right of the log, this will open the properties panel where you can see the event details.
You can export logs, select the specific logs that you want to export using the tick boxes to the left of each log, then click the Export button in the top right and click Export selected (as expected you can also choose Export all to export all of your logs). Audit logs are exported as .xlsx files.
To learn more about the Audit view, see Manage Audit Logs.
View your Endpoints and Storage Locations
View the configured Endpoints and Storage Locations.
Endpoints are locations where you can automatically export your data to using Export Policies. To view your endpoints, go to Configuration > Configure > System > Endpoints, this will show a list of your configured endpoints.
To view an endpoint's details, click the > arrow to the right of the endpoint to open the properties panel.
Storage locations are where your recorded data is stored, Storage Policies can be configured to manage what data is stored where. To view your storage locations, go to Configuration > Configure > System > Storage Locations, this will show a list of your configured storage locations.
To view a storage location's details, click the > arrow to the right of the storage location to open the properties panel.
To learn more about creating Endpoints and Storage locations, see Manage Endpoints and Storage Locations.
Use the Policy Engine
Use the comprehensive set of Policies to automatically manage recording, storage, export and access.
Recording policies determine which calls you retain or discard, using Allowlist or Blocklist policies.
To view your Recording policies go to Configuration > Configure > Policies > Recording.
To view a Recording policy's details, click the > arrow to the right of the policy to open the properties panel, from here you can see the policy Summary, and use the Call Filters tab to see what calls the policy is/will be applied to.
Storage policies manage (delete (Purge), Move, Archive) stored data across your storage locations.
To view your Storage policies go to Configuration > Configure > Policies > Storage.
To view a Storage policy's details, click the > arrow to the right of the policy to open the properties panel, from here you can see the policy Summary, and use the Call Filters tab to see what calls the policy is/will be applied to.
Export policies specify recordings to export to your defined endpoints and trigger the export automatically for either Real-Time calls or Post Call (Call Push) call recordings.
To view your Export policies go to Configuration > Configure > Policies > Export.
To view an Export policy's details, click the > arrow to the right of the policy to open the properties panel, from here you can see the policy Summary, and use the Call Filters tab to see what calls the policy is/will be applied to.
Access Control policies assign granular access permissions for your users using Filters and Claims. Access control policies include Metadata and Media Playback, just Media Playback, and just Metadata access policies.
To view your Access Control policies go to Configuration > Configure > Policies > Access Control.
To view an Access Control policy's details, click the > arrow to the right of the policy to open the properties panel, from here you can see the policy Summary, and use the Call Filters tab to see what calls the policy is/will be applied to.
To learn more about Policies and how to create them, see Manage U-Capture Policies.
User Administration
Use Admin to manage your system users.
To view your users, go to Configuration > Admin > Users tab at the top of the screen.
View or Update a user's details by clicking on the user's name, this will take you to a page where you can see and make any necisary changes to the user's General Information and Roles.
The organizational relationship of your users is displayed and managed in Admin > then the Organizational Hierarchy tab at the top of the screen. Here you can see the structure of your users and user groups.
Access and permissions for your users are managed with a combination of user Roles and Access Policies.
To learn more about user administration, see Manage U-Capture Users.