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The Call Recording Report allows you to search for specific call recordings for monitoring quality control, researching customer complaints, or assisting in agent training.  Expand below to learn about options for searching and how to interpret outcomes.

  • This report may only be generated with a start and end time frame no greater than 730 days. Results are based on the configured Days of CallRecording duration set at the Client or Service level. The platform maintains access to recordings through the portal for up to 3653 days. By default, all times are in UTC. However, the search criteria available past 730 days are only Service ID, Agent ID, and duration. By default, all times are in UTC.
  • Once recordings are deleted, they are inaccessible and cannot be restored.


No criteria selections are required to generate the report.  

  • Date Range: This enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
    • Under the Range tab, you can select the date range.
    • Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.
  • Call Center: Select a call center with a drop-down menu.
    • Multiple Call Center Selection – Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
      • Search the required call center by typing the text in the Search textbox.
      • Click a call center from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all the available call centers to the Assigned column.
      • Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
  • Service: A particular service can be selected using the service drop-down menu.  If a particular call center is selected before selecting a service, services only available for that particular call center will appear.
    • Multiple Service Selection: Clicking on the link next to the Service drop-down menu will open the Service Selection window:  
      • Search the required Service by typing the text in the Search textbox.
      • Click a service from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available services to the Assigned column.
      • Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.

      • Click the Remove All button to remove all the assigned services. They will be moved to the Available column.

        If you search call recording reports for multiple services with different numbers of Days of CallRecording set at the service level, the call recording report will be generated according to the number of Days of CallRecording set at the client level.

  • Campaign: Allows you to select a particular campaign for the report.
  • Campaign Pattern: Allows you to search by a portion of the campaign name.  This is useful for running reports on a specific book of business with a similar filename. 
    • The % symbol acts as a wildcard.  If searching for filenames with a shared beginning (like new_business_date_time or Bobsaccounts_metal), type the shared component and then the wildcard (new_business% or Bobsaccounts%).
  • Phone Dialed: This enables you to pull all recordings associated with an individual phone number entered.  This could be the outbound number dialed or the inbound number's caller ID. 
  • Contact: Enables you to search recordings for multiple account numbers. A maximum of 10 account numbers can be searched at a time using a comma as a delimiter.
  • Agent: You can select an individual agent ID to search for recordings.
  • Result: You can select an individual or group of result codes to search for recordings by clicking the Select Multiple Results links. 
    • Search for the required result by typing the text in the Search textbox.
    • Click a result from the Available column to move it to the Assigned column.
    • Click the Assign All button to add all available results to the Assigned column.
    • Click a result from the Assigned column to remove it from the assigned results. It will be moved to the Available column.
    • Click the Remove All button to remove all the assigned results. They will be moved to the Available column.
  • Sort By: This allows you to sort the generated list by Call Start Time, Account Number, or Agent.
  • Transfer Connect Duration: You can search for specific calls within a call length range.
  • Service Type: You can select a particular service type using the Service Type drop-down menu. If a particular service type is selected, only the services available for that service type appear in the Services drop-down list.
    • Multiple Service Selection – Clicking on the link next to the Service Type drop-down menu opens the Select Service Type window:
      • Search the required service type by typing the text in the Search textbox.
      • Click a service type from the Available column to move it to the Assigned column.
      • Click the Assign All button to add all available service types to the Assigned column.
      • Click a service type from the Assigned column to remove it from the assigned service types. It will be moved to the Available column.
      • Click the Remove All button to remove all the assigned service types. They will be moved to the Available column.
  • Filename Search: This allows you to search for a call recording report by its filename.

Report columns and sequences can be easily modified to provide you with a report view that is important to your business operation.

  1. Click the cog icon in the upper right of the Results panel.
  2. Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See the Generate Report section for more information on available fields in the report.
  3. Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
  4. Click OK to update the view.

After the selection of your search parameters, you can generate the report by clicking on the Generate Report button located at the bottom of the search criteria.

The following optional fields are available as report columns:

  • Service: Service Name on which the account was attempted (or on which the inbound call was received).
  • Name: First and Last Name of customer.
  • Contact: Account number for the record.

  • Phone: Phone number used to contact the account, or the inbound call's caller ID.

  • Agent: Agent name (blank if agent disconnects from ACD before assigning a disposition code, and assigns generic Operator Transfer outcome).
  • Session: A session number associated with the recording.
  • Date: Date of the call.
  • Start: Actual time the call was connected to the agent in Hours: Minutes: Seconds.
  • End: End time of the call in Hours: Minutes: Seconds.
  • Recording Duration: Total time of the recorded conversation in seconds (This metric is calculated as Transfer duration – Transfer hold duration).
  • Campaign: Name of the campaign the phone number was found within.
  • Results: The platform result code assigned to the call.
  • Multimedia: You can access multimedia (audio and video) recordings of an agent by clicking on the following multimedia icon.
    • Audio Play: Internal sound player. You can listen to the recordings through the browser without having to download the file by clicking the Audio Play icon.
      • If encryption is enabled for your site, clicking the Audio Play icon will not play any audio. You must download the recording and have your decryption manager decrypt the file. 
    • Download Call Recording: Click the icon to download the sound file of the call recording. The name of the downloaded file is in the following format: MMddyyyy_hhmmss_a_phone.mp3.

    • Download Screen Recording: Click the icon to download the screen recording file. The Screen Recording Download pop-up window is displayed. Click the Download button to download the screen recording file. Downloaded file name format: MMddyyyy_hhmmss_a_phone.mp3.
      If a screen recording is not associated with the corresponding voice call, the downloadable file won’t be available. Click the Cancel button. 

      • Screen recording functionality is available only if the screen recording option is enabled. 
    • View Multimedia: The number next to the multimedia icon indicates the number of individual agent sessions included in the screen recording.  A value greater than 1 typically indicates a call was transferred to another agent where screen recording is enabled. Clicking the view multimedia icon presents you with a popup window that supports the audio and video playback in a multi-pane view.

      • This window shows a visualization through the waveform of the voice energy within the recording.

  • To export the report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, and CSV.
  • To print the report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.

You cannot access the recordings from the .pdf file. The links to the sound files are only available from the platform.

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