Recordings Playback

Development Team

Modified on: Mon, 24 Jun, 2024 at 4:06 PM

The recordings playback page allows you to search through all call recordings in your system. Once you find the required recording, you can listen to it. The page also allows you to add notes to recordings as well as some other features detailed below.

Select the images for a more detailed view.

Fig 1. Access the screen by going to QUALITY > RECORDINGS PLAYBACK

Obtaining recordings

The initial screen will be blank prompting you to enter search criteria. To do this, at a basic level, you can select a start and end date to search. There is also the option to search for the phone number of a lead, this will need a date range for the search on a leads number to be successful.

Fig 2. The basic search that appears by default has a date range and option to search for a number of a lead.

To do a more detailed, advanced search, users can select the grey button next to the search button. This will provide you with lots of search criteria options to allow you to find more specific recordings.

Fig 3. The advanced search options.

Advanced search options
User	Allows you to select a specific user.
Team	Allows you to search for a specific teams calls.
List	Lets you choose a specific list to search for.
Campaign	Here you can filter the search by specific campaigns.
Result code	Allows you to filter calls based on specific outcomes (shows the 'short code' not description).
First name	Allows the user to search for a lead by first name.
Last name	Allows users to search for leads based on surname.
Postcode	This lets you search for specific postcodes.
Reference ID	If you are using reference IDS, you can search based on this here.
Associated	This will show calls that have been transferred and their associated recordings.
Hot key only	Similar to the associated filter, but will only show call recordings that are hotkey transfers.
Successes only	Will let you filter by any result codes that are set as a success. E.g. they have the success setting checked.
Exceptions	Filter by exceptions that are under or over target talk times (set on result codes).
Rec length	Filters the results by the corresponding duration.

Search results

Once a search is initiated and comes back with results, the screen will change to display a table of all the call recordings. The top most call will be the most recent call recording on the system. This applies to both basic and advanced searches.

When searching the system will bring back the last 1000 calls only. Meaning the search may bring back 50,000 results but the system will only bring back the last 1000 for performance reasons. The search may require more detail via the advanced search options to narrow down the results.

Fig 4. A search result populating a table of results.

Now playing pane

When a user selects a call recording in the bottom panel, it will appear in the 'now playing pane'. There may be a small delay if it’s a particularly long call as the call recording is downloaded and cached. Users can play, pause and skip backward or forward 2 seconds using the buttons on the bottom left of the now playing pane. The Bottom right shows you where you are listening to in relation to the length of the call as well as the total length of the call. You can also skip around the call recording by clicking anywhere along the pane to jump to a part of the call.

Add note

Users can add notes to individual calls and specify where on the recording, the note is placed.

When selecting the 'add note' button, a green region will appear in the 'now playing pane'. This can be moved to a specific part of the call and made longer/shorter. Once you are happy with its position, you can select the edit icon to enter some details.	When entering details, you can add a description or note itself. E.g. 'Good upselling', 'Informed customer of terms and conditions' and so on. You can also add a rating out of 10 for the note. These notes can be searched via the 'QA page' and the 'evaluations page'.
Fig 5. Adding a note to a recording.	Fig 6. Editing a note.

Notes use case examples

Clients with QA staff can access the calls on a regular basis to ensure their agents are performing as they should. Some industries have specific requirements to inform customers of certain information. The calls that do this can have notes added to highlight where and when this took place.

Deleting recordings

From version 5.1.6, its possible to delete call recordings as long as the User has permission to do so.

NOTE - This is a permanent deletion and the recording cannot be recovered once done.

Recordings table

Users can click on any of the named headers to sort either by highest or lowest value within the returned results. Each column provides details about the calls.

User	This column shows the name of the user who is on the call recording.
Phone num	Here, users can see the number that was called/called in from.
Lead ID	This is the unique MaxContact Identifier applied to the 'lead' during import.
Rec Start	This column shows the time the recording started.
Length	This displays the length of the recording in seconds.
Wrap time	This displays the amount of time the agent spent in wrap/dispositioning the call.
Excep.	Exceptions - In this column, - indicates the call falls within configured times, ^ indicates the call is above the length expected for the result code used, v indicates a call with a lower length than expected.
Result code	This shows the result code used for the outcome of the call.
Team	This column displays the team the agent belongs to.
List	This shows the calling list the lead belongs to.
Campaign	The campaign the lead belongs to.
Ref ID	The column shows the reference ID, if you are using them, that the record has.
Call type	Shows the type of call it was. E.g. predictive, call-back, inbound etc.
	This column shows who disconnected the call, be it the agent, the customer or the system. Hovering over each icon will display the description on the page as per below.
	Call disconnected by an agent.
	Call was disconnected by the customer.
	Info - Clicking the information icon will show you the Call Information for the entry. This has typically been loaded when the record was imported.
	Rating - Clicking on the star icon ‘Rate this recording’ will open a QA note dialog box, like clicking ‘Add Note’. There are 2 options when rating a call. Choosing ‘Agent’ will form part of an Agents QA history – the recording will appear in the QA and Ratings section now. Choosing ‘Recording’ will set the call recording apart – the application for this would be to flag a particularly strong or weak call; this could then be used as part of a future training session and will be easier to find.
	Download - Clicking this icon will download the recording. This is a permissionable option which can be added/removed for users with specific roles.
	Delete - Selecting the icon will permanently delete the call recording from the system. This is a permissionable option which can be added/removed for users with specific roles.
	Play - Clicking this icon will play the recording.