How to Play and Manage Call Recordings

A customer says "that's not what your agent told me" — here's how to find the exact call, listen to it yourself, download it, or pull a text transcript of the conversation.

Finding the Right Recording#

1. Open the Recordings & CDR tab (supervisors see this in the Agent Portal's main tab bar) and make sure the Recordings sub-tab is selected.
2. If you're assigned to more than one queue, use the queue dropdown at the top to narrow the list to one specific queue, or leave it on All My Queues.
3. Use the search box to find the call — it matches against the caller's name, caller's number, the number they called, the destination, and the recording's file name, so you can search by whichever detail the customer gave you (their phone number is usually fastest).
4. Click a column heading (Caller ID Name, Destination, Length, Date, etc.) to sort the list — useful for finding "the call from around 2pm yesterday" when you don't have an exact number to search.

Each row shows: Caller ID Name, Caller ID Number, Caller Destination, Destination Number, Recording Name, playback/download/transcript buttons, Length, Date, call Direction, and the Queue it came through.

The call recording player

Screenshot needed · recordings-player

Playing a Recording in the Browser#

1. Click the play button (▶) on the recording's row.
2. A progress bar expands below the row and playback starts right there in the page — no download needed.
3. Click anywhere along the progress bar to jump straight to that point in the call.
4. Click the same button again to pause; click it again to resume.

Downloading a Recording#

Click the download icon on the row to save the audio file (WAV, MP3, or OGG, depending on how it was recorded) to your computer — useful if you need to attach it to an email or hand it to someone else.

Getting a Text Transcript#

If transcription is turned on for your domain, you can turn any recording into a written, speaker-by-speaker transcript plus an automatic summary:

1. Tick the checkbox next to one or more recordings in the list.
2. Click the Transcribe button that appears at the top of the list.
3. Transcription happens in the background — give it a short while, then refresh the page.
4. Once it's ready, a transcript icon appears on that recording's row. Click it to open the full call detail page, which shows:
   • The conversation broken into speaker bubbles, so you can follow who said what.
   • An automatic summary alongside it — key points, any action items, and the overall tone of the call.

If you don't see a Transcribe button at all, transcription hasn't been turned on for your domain yet — ask your administrator.

Listening to a Recording From a Support Ticket#

If the call you're looking for already has a support ticket tied to it, you don't need to go to Recordings & CDR at all:

1. Open the ticket for that call.
2. Near the top, you'll see a recording bar with a round play button, a built-in audio player (play/pause, a seek bar you can drag, and your browser's own volume control), and a download icon next to it.
3. Click play to listen right there on the ticket.
4. Click the download icon to save the audio file.

If a ticket was created by merging several calls together, each individual call gets its own small player further down the ticket, each with its own play and download controls — so you can listen to exactly the right call within the merged conversation. A call with no recording on file simply shows "No recording" instead of a player.

Tips#

• Searching by the customer's phone number is usually the fastest way to land on the right call without scrolling through a long list.
• Sort by Date when you know roughly when the call happened but not the number.
• A transcript is also a quick way to settle a dispute without having to replay the whole call out loud — skim the written conversation first, then play back only the specific moment that matters.