1. Administering Live Experience
  2. Engagement Details

Engagement Details

Every Oracle Live Experience engagement is logged and stored in Live Experience.

If you have the supervisor or administrator role, you can use the Live Experience Admin Console to view the details about past engagements, and to play back engagements that were recorded.

After you search for an engagement on the Engagement History page, click on the engagement to view details.
Shows you the engagement details page, with callouts, for an engagement from Tuesday, March 31, 2020. The callouts correspond to a numbered list that follows the graphic.
  1. Click Engagement History in the navigation menu to return to Engagement History the page.
  2. Engagements are titled with a date stamp.
  3. The Summary section shows you basic information about the engagement, such as the names of participants, the channels used, the duration, and the length of any associated recording.
  4. Click Keywords to view a list of generated keywords for the engagement. Keywords are automatically generated and associated to engagements when the Transcription feature is enabled and the transcription contains pre-configured keywords. See Create Keywords.
  5. Click Recording to play back the engagement. You can only play back engagements if the Live Experience application is configured to record engagements. See Manage Recordings and Quality Options.
  6. Click Transcript to view the call transcript. You can only read the transcript if the transcription feature is configured. See Create a Transcription for an Engagement.
  7. Click Participants to see the list of participants who were involved in the engagement.
  8. Click Context Attributes to see a list of all the context attributes from the engagement. The attributes can tell you if the engagement was started from a mobile app with Android or iOS, or if it was started from your website. Context attributes can also tell you the app or browser version, the name of the participant, and from what part of your application they started the engagement. See Use Context Attributes to Route Engagements to the Right Team.
  9. Click Engagement Quality to see the engagement quality rating the customer gave the engagement. You can only see engagement quality feedback if the Live Experience application is configured to ask customers for feedback, and only if the customer chose to give feedback. See Enable Engagement Quality Metrics.
  10. Click Recording Output to download any recorded parts of the engagement.