Playlists

Playlists are highlighted insights of what's important to know from your recorded conversations. They are displayed in one place, organized by category, and easy to share for playback and comment. You can use Playlists for training, coaching and capturing what your customers are saying and much more.

Adding Insights to a Playlist

When speaker phrases within a recording transcript are highlighted, this becomes an insight. You can pin important insights automatically to playlist topics. This happens whether you pin AI generated insights (Gems) or your own manually created insights. For more information, refer to how to manage and create insights.

Before you can pin a highlight to a playlist, you must first create the playlist folder. There are three ways to organize pinned items in playlist folders:  1) Gems Folders 2) Custom Topic Folders 3) Team Folders. 

Gems Folders

Gems Folders are AI insights which are automatically identified when recordings are analyzed. 

Gems Folders are automatically captured by AI so that every time you pin a Gem it will show in your personal Gem Playlist. 

Custom Folders

These are Personal Folders you create and they contain custom topics that are important to you.

You can create Custom Folders with custom topics to organize your insights. They appear under 'My Folders' in the Topic menu. These are visible only to you on the Playlists page.

Team Folders

Team Folders are shared with the members of your team. Pinning insights to team folders will enable you to share them with your teammates for collaboration.

Team Folders are visible to the entire team, so if you would like to share an insight with your team, you can place it there. Only managers and admins can create Team Folders and add insights in them.

Creating a Playlist Folder and Playlists

You can create Playlists and Playlist Folders by selecting 'Playlists' on the left hand side navigation menu.

Team vs. Personal Folders and PlayLists

When adding Folders and Playlists, it's important to understand who will be able to view them.

You can switch between Team and Personal Folders on the Playlists page.

When switching between Team and Personal Playlist Folders, the screen title will update as well. This ensures you know the current view being displayed.

Adding a Folder

To create a Folder:

1. Select the 'Create folder' button on the top right

2. Click on the 'Pencil edit' button to enter the folder's name

Adding a Playlist

To create a Playlist:

1. Click on New Folder

2. Then click on the plus sign 

The New Playlist appears below the folder's name. Click on the 'Pencil edit' button to enter the Playlists's name.

Viewing Playlists

View your Playlists by clicking on the Playlists icon on the left navigation bar. From here, you can view all of your Playlists (topics) organized by folder. Easily search for a folder or playlist title, add new folders and playlists, also filter folders and playlists from this page.

Note that Gem Folders and Playlists cannot be edited.

Select a playlist to view the insights. All the insights will be labeled by the recording they were in, the date of the recording and the speakers.

You can see the insight text and comment, like or pin the insight. 

Click on any insight to see more details or expand it, if it is too long. You can take the same actions from this window, including adding it to other playlists or removing it from this one.

Moving Playlists to Other Folders

To move a Playlist to another folder, or to rearrange the Playlists, simply click and drag.

Note that Playlists cannot be moved in or out of Gem folders.

Moving Snippets between Playlists

To move an item from one playlist to another, open the snippet from the original playlist.

Using the topic dropdown menu, select the target playlist to move the snippet to. The tag for the new playlist should appear in the snippet. 

To remove the snippet from the original playlist, select the 'x' beside the tag for the original playlist. 

Snippets can be moved between Personal and Team playlists using this method. 

Iconology clarification

1. Playlist count: The number next to the folder's name is the total amount of playlists in that folder.

2. Snippet count: The number next to the scissors icon is the total of snippets in the Playlist.

3. Grip dots (vertical): Hovering over a playlist enables the vertical grip dots.

The grip dots allow you to drag and drop the playlist to a new position. 

 

Comment: To make a comment, click the comment icon and type your comment. Tag a teammate to share it with them!

Thumbs Up: Click on the thumbs-up button to 'Like' the insight. It works in the same way as the 'Like' button does on Facebook.

Eye: Clicking on the eye button opens the insight in a popup window and marks it as 'read'.  When the insight is opened in the popup window, another topic can be selected. For more information, please read Manage Insights.      

Pin: Clicking on a pin will save an insight to the playlist

Three dots: Clicking on the three dots opens the "Actions" menu. The "Actions" menu allows archiving or removing the insight.

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