Call Recordings & Transcripts

Call Recordings & Transcripts

How do I listen to a recording?
  • Tap a recording to expand it
  • Use the audio player to play the call

    • The recording will stream directly in your browser and includes both sides of the conversation.


    How do I call back from a recording?

    If a caller ID number is available:

    • Expand the recording
    • Tap Call Back

    This will immediately place a call through your softphone.

    Can I get a transcript of a call recording?

    Yes.

    • Tap Get Transcript on a recording

    The transcript will include:

    • Speaker labels (Party 1 and Party 2)
    • A summary of the call
    • The detected language
    • An urgency assessment

    Once generated, the transcript is saved and will load instantly the next time you view it.

    Why are some recordings missing a transcript?

    Transcripts are created only when requested.

    If a transcript is missing:

    • It has not been requested yet

    Tap Get Transcript to generate one.

    Once created, it will be saved and available for future viewing.

    What does the URGENT flag mean on a recording?

    The URGENT flag means the system detected something important in the call, such as:

    • An escalated tone
    • A complaint
    • A time-sensitive request

    Urgent recordings are highlighted so you can review them quickly.