Call Recording Report

Call Recording Report enables you to search for specific call recordings for monitoring quality control or to assist in agent training. To access the Call Recording Report, on the Review tab of the LVP, click Agent Reports > Call Recording Report.

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

Search Criteria

The Call Recording Report displays a Search tool to select the parameters for filtering the report.

Select or specify values as required in the following fields to generate the report.

Field	Description
Date Range	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 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 prior to 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 report for multiple services with the different durations of Call Recording set at the service level, the call recording report will be generated according to the duration of Call Recording set at the client level. A particular service can be selected using the service drop-down menu. If a particular call center is selected prior to 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.
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 then the wildcard (new_business% or Bobsaccounts%).
Phone Dialed	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 pull all the recordings of the multiple account number entered. A maximum of 10 account numbers can be searched at a time using 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 link. Search 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	You can 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	Allows you to 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	Allows you to search for a call recording report by its filename.

Customizing Results Column

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

To customize columns:

Click the cog icon in the upper right corner of the Results panel. You are presented with the Customize Column window.
Select the columns that you want to see in the report.
Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
Click OK to update the view.

Generating Report

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

The following optional fields are available as report columns:

Field	Description
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 prior to assigning a disposition code, and assigns generic Operator Transfer outcome).
Session	A session number associated to 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 LiveVox result code assigned to the call.
Multimedia	You can access the multimedia (audio and video) recording 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 on-demand and available ONLY if the screen recording option is enabled. Contact your Account team to enable this feature. 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.