Viewing Call Recordings
Call recordings help operators, managers, and QA reviewers hear exactly what happened when a call matters. They are especially useful for coaching, escalations, compliance review, and disputed outcomes because they add confidence beyond a summary or transcript alone.
Prerequisites
- Recording is enabled for the workspace or campaign you are reviewing.
- The call has completed and recording processing has finished.
- You have permission to access recordings based on your workspace role.
- Your team understands when recordings are required for QA, compliance, or escalation review.
Recommended owner
- Team lead or QA reviewer: uses recordings for coaching and quality review.
- Operations Manager: reviews exception patterns and process breakdowns.
- Compliance or escalation owner: uses recordings for high-risk call investigations when required.
What recordings mean
A recording is the audio evidence of the conversation. It is useful when tone, timing, interruptions, or nuance matter more than a text summary. Recordings are often the best source for:
- confirming what the caller actually heard,
- understanding why an outcome was assigned,
- coaching operators or scripts with real examples,
- resolving internal disagreements about call quality.
Use recordings intentionally. For routine review, summaries and transcripts are faster. For high-impact calls, recordings provide the strongest context.
Steps
- Open Call Logs and select the completed call you want to review.
- Confirm the call metadata matches the case you are investigating, including campaign, time, and outcome.
- Open the recording section in the call detail view.
- Play the recording and listen to the opening, the key decision moment, and the close first.
- Compare what you hear with the summary, transcript, and outcome shown on the call.
- Capture any coaching notes, compliance concerns, or routing issues before making campaign changes.
- If the call affects follow-up, confirm the CRM or operational workflow reflects what you heard.
How to decide when to use recordings
- Use recordings for escalations, complaints, coaching, and compliance-sensitive reviews.
- Use transcripts first when you only need to scan content quickly.
- Use recordings when transcript wording seems incomplete, inaccurate, or too compressed.
- Sample recordings by outcome category when you are validating a script or campaign change.
How to know recording access is healthy
Your setup is usually healthy when:
- recordings appear consistently for calls where they are expected,
- playback works without repeated access issues,
- reviewers can match the audio to the call summary and outcome,
- managers can use recordings to coach or audit without extra manual investigation.
Common errors and failure handling
The recording is missing
Give processing a little time if the call just ended. If the recording still does not appear, verify that recording was enabled for that workflow and that the call completed normally.
The recording exists, but the review still feels unclear
Open the transcript and summary alongside the audio. If the three sources disagree, treat it as a QA or logging issue and document the mismatch.
Only some calls have recordings
Check whether the difference comes from campaign settings, user permissions, or call completion status. Inconsistent availability usually points to a configuration gap that should be fixed centrally.
Playback works, but the team does not act on what they learn
Add a review routine. Recordings create value only when coaching, script changes, or escalation handling follow from the review.
Acceptance checklist
- Reviewers know when to use recordings instead of faster call artifacts.
- A sample of expected calls includes accessible recordings.
- Recording playback aligns with the summary and outcome for tested calls.
- Coaching or escalation owners know how to document findings.
- Missing recordings can be identified and escalated quickly.