Overview
The Recordings Playback page lets you search and listen to call recordings across your system. You can filter by date, agent, campaign, result code, and a range of other criteria, then play recordings directly in the browser. You can also add timestamped notes to recordings, rate them for QA purposes, download them, and delete them where you have the relevant permission.
To access it, go to Quality > Quality Assurance > Recordings Playback.
Searching for recordings
The page loads with a blank results area prompting you to enter search criteria. At a minimum, enter a start and end date and click Search. You can optionally add a phone number to narrow the search to a specific lead.
Note. The system returns a maximum of 1,000 recordings per search for performance reasons. If your date range produces more results than this, use the advanced search options to narrow the criteria further so the recordings you need appear within the returned set.
Advanced search
Click the Advanced button next to the search bar to expand additional filter options.
| Filter | Description |
|---|---|
| User | Filter results to recordings handled by a specific agent. |
| Team | Filter results to recordings based on agents' Primary Team. |
| List | Filter results to recordings associated with a specific list. |
| Channels | Filter results to a specific channel. |
| Campaign | Filter results to a specific campaign. |
| Result code | Filter by a specific result code. The short code is displayed here rather than the full description. |
| Interaction type | Filter by interaction type, for example inbound, predictive, progressive. |
| First name | Search for recordings associated with a lead by first name. |
| Last name | Search for recordings associated with a lead by last name. |
| Postcode | Filter recordings by the lead's postcode. |
| Reference ID | Search for recordings associated with a specific reference value imported against the lead. |
| Associated | When checked, includes recordings for calls that have been transferred, showing both the original and the associated transfer recordings together. |
| Hot key only | Similar to Associated, but returns only recordings for calls transferred via a hot key. |
| Successes only | When checked, returns only recordings where the result code has the Success flag enabled. |
| Exceptions | Filter by exceptions based on the talk time threshold set on result codes. Select Under to return calls below the target duration, or Over to return calls above it. |
| Rec length | Filter results by recording duration, returning only calls that fall within the specified length range. |
Search results table
Once the search returns results, a table of recordings is displayed below the search bar. The most recent recording appears at the top. Click any column header to sort the results by that column in ascending or descending order.
| Column | Description |
|---|---|
| User | The agent who handled the call. |
| Phone num | The number that was called or called in from. |
| Lead ID | The unique system ID assigned to the lead at the point of import. |
| Rec Start | The date and time the recording started. |
| Length | The total duration of the recording. |
| Wrap time | The time the agent spent in wrap (dispositioning) after the call ended. |
| Excep. | Indicates whether the call falls within the exception thresholds set on the result code: – The call falls within the configured time range ^ The call is above the expected length for the result code used v The call is below the expected length for the result code used |
| Result code | The result code applied to the call. |
| Team | The primary team the user is assigned to. |
| List | The list the lead belongs to. |
| Campaign | The campaign the lead belongs to. |
| Ref ID | The reference ID imported against the lead record, if one was used. |
| Call type | The type of call, for example, predictive, callback, or inbound. |
| Disconnected by | Shows who ended the call. An icon indicates whether it was the agent, the customer, or the system. Hover over the icon to see the label. |
| Info | Clicking the info icon shows the call information for the entry. |
| Rating | Clicking the star icon opens the QA note dialogue box. Two rating types are available: Agent — the rating is added to the agent's QA history and appears in the QA and Ratings section. Recording — flags the recording separately from the agent's history. Useful for identifying particularly strong or weak calls to use in future training sessions. |
| Download | Downloads the recording as an audio file. This is a permissioned option and may not be available to all users. |
| Delete | Permanently deletes the recording from the system. This action cannot be undone. This is a permissioned option and may not be available to all users. See the Deleting a recording section below. |
| Play | Loads the recording into the Now Playing pane. There may be a brief delay for longer recordings while the file downloads and caches. |
Now playing pane
Selecting a recording from the results table loads it into the Now Playing pane at the bottom of the screen.
The playback controls are on the bottom left of the pane:
- Play / Pause — starts or pauses the recording
- Skip back 2 seconds — jumps back 2 seconds in the recording
- Skip forward 2 seconds — jumps forward 2 seconds in the recording
The bottom right shows your current position within the recording and the total call length. You can also click anywhere along the timeline to jump to that point in the recording.
Adding a note
Notes can be added to a recording and pinned to a specific point in the call — useful for flagging moments of interest for QA reviews, compliance checks, or training purposes.
- Load the recording into the Now Playing pane by clicking the Play icon.
- Click Add note. A green region will appear in the Now Playing pane.
- Drag the green region along the timeline to the point in the call you want to annotate, and resize it to cover the relevant section.
- Click the edit icon on the green region to open the note details.
- Enter a description — for example, "Good upselling" or "Informed customer of terms and conditions" — and optionally add a rating out of 10.
- Save the note.
Notes added here are searchable via the QA Screen and Evaluations pages.
Deleting a recording
To delete a recording, click the Delete icon in the recordings table for the relevant entry. A confirmation dialogue will appear before the deletion is processed.
Note. Deleting a recording is permanent. It cannot be recovered once deleted. Only users with the relevant permission can delete recordings. For guidance on managing recording deletion permissions, see the Deleting a Call Recording article.