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callRecordings

Call Recordings

Listen to call recordings here as a batch process.

All call recordings that your user has permission to listen to are available on this page, along with the record ID, Date, Caller and Phone number.

Listened to

By default your view will return recordings where 'Listened to' is false. After listening to a recording, click the checkbox in the 'Listened to' column. Your name, the date and time will be recorded against the recording, and the recording will no longer meet the filter condition 'Listened to: is false'. It will disappear on reloading the page or navigating away and back to it.

To view call recordings that you have listened to, click the pen icon next to the blue 'Listened to: is false' button at the top of the page, select 'true' and Apply.

Filters

Add a Filter to listen to call recordings by:

  • Agent
  • Call Attempt Outcome
  • Campaign
  • Date
  • Duration (seconds)

You can add more filters by clicking the blue button with a plus sign.

Filters you've set will appear at the top of the page. You can remove them by clicking on the x symbol in the black box next to the filter.

Listening to Recordings - High Speed Scrubbing and Fast Playback

Press play next to the recording bar in the row. You'll see the talk time for the Agent represented in blue and the Donor represented in red.

To move to a point in the recording, drag the time indicator across the recording.

To listen to the recording in high speed, select the desired speed from the options at the top right of the page, in the page ribbon or press the keyboard shortcuts 1, 2 and 3.

You can find a recording by phone number in the Search bar at the top of the page. The search will work with a partial number, so if you don't find the number try entering the last digits as it might be the number is stored in national vs international format and the prefix could be different.

ID

You can visit the record by clicking on the blue ID in the first column, to view the record and any details stored there including notes and call history.