Call Recordings - Search, Listen and Read the Transcript
Every recorded call is listed on one page, whatever kind of call it was. You can search the calls, play one back and, when an AI voice agent talked on the call, read its transcript line by line.
| Menu | Interaction Center > Call recordings |
| Permissions | Listen to own call recordings (your own calls only) or Listen to anyone's call recordings (every user's calls). The Agent role has the first, the Supervisor role the second. |
What you see depends on your role. If the menu, a button or a setting on this page is missing, ask your administrator to give you the permission listed above or to turn on the feature. Only administrators can turn features on and change site settings.
Who sees which calls
- With Listen to own call recordings, the page lists only the calls you were the agent on. You cannot search for, list or open anyone else's.
- With Listen to anyone's call recordings, the page lists every recorded call and you can search by agent too.
Which calls are recorded
Calls are recorded while the Contact Center Call Recording feature is enabled and Record every call automatically is checked in Contact Center settings, which it is by default:
| Call | Recorded from |
|---|---|
| A queue call or a dialer call | When it connects to an agent. |
| An AI voice agent's call | When the call is answered. |
| A number dialed on the soft phone keypad | When the other side answers. |
| An extension call between colleagues | Not recorded. |
A call shows up on the page once its recording has been saved, which can take a minute after the call ends.
Search the calls
Use the bar at the top of the page:
- Started: the date range to search, such as Today, Last 7 days or a custom range, in your own time zone.
- Phone number: all or part of the customer's number.
- Direction: inbound or outbound.
- Call type: Contact Center call, AI voice agent or Soft phone keypad.
- Agent: whose calls to list, picked from the Contact Center agents. Only shown to users who may hear everyone's calls.
Click Search, or Clear to start again. Each row shows the customer's number, the direction, the call type, when the call started, the agent and the length.
- Play plays the recording right in the list. Click it again to close the player. One recording plays at a time.
- View opens the call page.
View a call
The call page shows who was on the call and when, a player for the recording and, below it, the transcript.
You can link through to the contact's activities with Contact activities when the call belongs to a contact.
Read the transcript
Calls an AI voice agent talked on have a transcript. Calls between people are not transcribed.
Each line of the transcript shows:
- the time into the recording the line was said, such as
00:00:21; - a copy button, which copies the time, the speaker and the line;
- a round play button, which plays the recording from that line;
- a grey badge with the silence before the line, in seconds;
- who said it: AI for the voice agent, CUSTOMER for the person called;
- what was said.
Clicking the time also plays from that line. While the recording plays, the line being heard is highlighted. The badge next to Transcript adds up the silence on the call.
A transcript keeps one time for each line. The silence between lines is worked out from how long each line takes to say, so treat it as a close estimate. For an AI call that was handed to an agent, the AI's part happened before the agent's recording started: those lines show --:--:-- and have no play button.
Erase a recording
Only users with the Delete call recordings permission see Erase recording at the bottom of the call page. No role has it by default except Administrator; managing the contact center does not include it.
- Type why the recording is being erased, for example because the customer asked for their data to be deleted.
- Click Erase.
The recording is deleted for good and no longer listed. A recording under legal hold cannot be erased.