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Platform Documentation

Recorded Calls

This section allows you to view, manage, listen to, and analyze recorded calls.

You can filter recorded calls by the type of objects recorded calls are associated with, a range of dates, destination, and caller id.

Note that the users can only see recorded calls for the tenants they are allowed to manage.

You can listen to a recorded call by clicking “Play” or download the recording to your computer by clicking “Download”. To delete a recorded call, select it using the check box on the left and click “Delete Selected”.

Running queries against a large dataset creates high load on the server, so we strongly recommend minimizing record retention with “Keep Recorded calls for” in Tenant or system-wide Preferences where you can also specify “Maximum date range” to limit the date range allowed in records selection in Configuration Manager.

Recording Detail Window

Click the Details icon on any recording row to open a consolidated detail window with the following tabs:

  • Summary - AI-generated call summary describing key topics, participants, and outcomes
  • Transcription - Full speaker-labeled transcript of the conversation
  • Actions - AI-extracted action items with assigned owners and due dates
  • AI Insights - Detailed AI analysis including:
    • Summary badges for sentiment, category, QA score, actions count, entities count, and compliance status
    • QA scoring breakdown by criteria (greeting, professionalism, resolution, empathy, compliance) with color-coded ratings
    • Extracted entities (persons, companies, phone numbers, addresses) displayed as tagged pills
    • Compliance assessment with pass/fail status and any flagged violations

The detail window also includes an embedded audio player with playback controls and a download link, along with call metadata (caller, destination, date, duration).

Tabs are shown only when the corresponding data is available. For example, if AI analysis has not been run on a recording, only the Summary and Transcription tabs will appear.

AI Analysis

When AI analysis services are configured under Services, recorded calls are automatically processed for summarization, sentiment analysis, categorization, action item extraction, QA scoring, entity extraction, and compliance checking. Results appear in the recording detail window and as badge indicators in the grid.