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Listening to individual calls is often a key part of identifying root causes behind KPIs, their changes, and long-term trends. The Player helps you get a quick overview of a call so you do not have to listen to the full length of the call.



The height of the waveform indicates how loud the speaker is speaking. In the timeline above, you can see the following items:

  • Green Waveform means that the customer is speaking
  • Blue Waveform means that the agent is speaking
  • Red Highlight means that customer and agent are talking over each other (cross-talk)
  • Orange Highlight means a long silence

Clicking anywhere on the timeline starts playback from the selected time. There are timestamps below the waveform to help you navigate within the call.

Jumping to calls

You may jump from Dashboards and Reports to the Player by clicking on individual segments in the table reports. The Player will open in a new window.

Player - Segment List Drill Down.png

Sharing current position in a call

You can share a link to a specific call simply by copying the link to the call from the browser address bar. Twilio WFO will require login for everybody who uses the link to play a call.

You can also get a link pointing to your current position in the call. Click the player menu behind the audio waveform. Click Copy Link. Now you have a link on your clipboard, which you can paste into an email, chat message, or document to share with your colleagues.

Player - Menu.png

Control the playback speed

With the speed controls available under the player menu button on the right side of the Player, you can choose from four different playback speeds adjusted for convenient listening:

  • Slow — Roughly half the speed of Normal.
  • Normal — The original speed as recorded.
  • Fast — Roughly 50% faster than Normal.
  • Very Fast — Almost 2x faster than Normal.

Using the Slow speed, you can focus more on details in the customer channel, whereas Fast and Very Fast speeds allow you to speed up the listening process easily.

The default speed is Normal, and it is set every time you open or reload the Player.

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