Recordings

You can access call recordings through the History view.

Listening to recordings

To listen to a recording, open it by clicking the arrow at the beginning of the line and click the Play button .

Depending on the system configuration, you may be prompted to enter a reason for listening. Each listening session of a recording is logged and displayed in the Recording Activity Log. The Call Recording player is then shown and the recording starts playing automatically.

You can move the cursor forward and backward, or you can increase the speed the recording is played with. To increase the speed, click the button 1x, it changes to 2x, 3x and 4x with each click. Then the next click returns it to 1x.

Call transcript and sentiment analysis

If your administrator has configured a call transcript and sentiment analysis to be done by AI, you'll see them along with the recording player.

Note: AI-generated content may be incorrect.

You'll see the AI analysis and call transcript of the recording in Communication Panel:

The AI analysis and call transcript may take a while to appear. To refresh the view, click the refresh button at the top right . In some cases, seeing the analysis and transcript may take until the next batch job run.

Here's what you can expect to see in this view.

Call recording details

  • Owner name: the name of the user, queue, or campaign that the recording is connected to

  • Owner type: User, Queue, or Campaign

Talking time distribution

Speakers identified by numbers or roles (Agent/Customer), depending on configuration.

The colors also show talking time on the playback timeline.

Sentiment distribution

The colors also show sentiment on the playback timeline. In addition, you'll see sentiment for each speaking turn in the conversation depicted with an icon.

Playback

Use the playback controls for playing and pausing the playback, moving backward and forward on the recording, increasing playback speed, and downloading the recording.

Call transcript

To have the transcript scroll automatically when the recording is playing, select Auto-scroll.

Call transcript and AI analysis are also shown in SAP Service Cloud (C4C) when this integration is used.

AI analysis in the Conversation details extension

Shows you the following:

  • Language
  • Context
  • Keywords
  • Sentiment
  • Summary

Downloading recordings

To download a recording to local machine, click the Download button.

Depending on the system configuration, you may be prompted to enter a reason for download. Each download of a recording is logged and displayed in the Recording Activity Log. The call recording is then downloaded to the browser's defined download file location.