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How Do I Search, Playback and Download Recordings?

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Allen Jucay
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Overview

There are various ways to access your Agents' Call Recordings. Call Recordings are available to playback, share, download, and export as a zip file. The recordings can only be seen if you have recordings enabled on the Campaign or if the Agents have the ability to record them while they are on the call.

Before you Begin

There are two ways to check your recordings. The first is through the Show Recordings page under the Reports main menu. The second is through the Manage Call Logs page, also under Reports.

Note: Audio recordings are available within 24 hours from the time of the call. In most cases, the recordings are available within 2-3 hours from the time of the call. Recordings are guaranteed to be available for 30 days after the call, even if the Leads are deleted and may or may not be available beyond that time period.

Contents

Search Show Recordings

1.) Click the Reports main menu.

2.) Click the Recordings menu option.

The Show Recordings page will open.

Open Show Recordings.png

3.) Enter your date range into the Start/End Date fields.

4.) Use the Filter By fields to further narrow your Search.

  • (A) Filter By options include:
    • Call Type Filter Recordings based on how the Call was placed, Inbound, Manual, and Outbound.
    • Campaign: Filter Recordings based on your Campaigns.
    • Duration Seconds: Filter Recordings based on the length of the call in seconds.
    • ID: Filter Recordings based on their Identification Number.
    • Lead ID: Filter Recordings based on Lead ID.
    • Status: Filter Recordings based on the call Disposition.
    • User: Filter based on the User that placed the call.
  • (B) This field is a list of operators such as With/In, Is Equal to, Is greater than, etc.
  • (C) This field and its choices depend on which option you select in drop-down A.
  • (D) Order By options includes Campaign, Duration Seconds, ID, Lead ID, Status, and User.
  • (E) You can choose Ascending or Descending from the second drop-down.

Show Recordings Filter By.png

5.) Click the green Search button. Your results will appear below.

Play Icons:

From left to right

  • Play: This arrow icon will play the Call Recording.
  • Stop: This square icon will stop the playback of the Call Recording.
  • Copy Link: This icon will copy a hyperlink to the Recording. The receiver of this link will need access to your Convoso Dialer Account.
  • Download: This icon will download the Recording to your device.

Call Recording Icons.png

Bulk Download

1.) Click the checkboxes for the Recordings you want.

2.) Click the Download as Zip File button.

Download Recordings as Zip.png

The Success window will open.

Export Success Window.png

3.) Click the hyperlink.

The Manage Exports page will open.

Finish Download on Exports Page.png

4.) Click the blue Download button.

The Zip file will download to your device.

Search Manage Call Logs

1.) Click the Reports main menu.

2.) Click the Call Logs menu option.

The Manage Call Logs page will open.

Open Manage Call Logs.png

3.) Enter your date range into the Start/End Date fields.

4.) Use the Filter By fields to further narrow your Search.

  • (A) Filter By options include:
    • Audio Quality - Filtering by Audio Quality ratings chosen by Agents during Disposition. You can choose one or more of the ratings 1-5.
    • Call Type - Filter calls based on these types, 3-Way (Conference Call), Inbound, Manual, or Outbound.
    • Caller ID Reputation - Filter based on whether the number used to dial is flagged/blocked by our 3 carrier options or the FCC. 
    • Campaign - Filter calls by Campaign
    • Displayed Caller ID - Filter by the phone number that displayed as caller ID
    • Talk Time in Sec. - Filter by the length of the call in seconds. Use the operator field (B) to define the relationship of the results to the value you enter, such as less than, equal to, or greater than.
    • ID - Filter calls by Call Log ID.
    • Lead ID - Filter by Lead ID number; using an operator is optional.
    • List - Filter calls using List name.
    • Number Dialed - Filter lead by phone number.
    • Outbound Called Count - Filter calls using the number Outbound called count. Use the operator field (B) to define the relationship between the results and the value you enter, such as less than, equal to, or greater than.
    • Queue - Filter calls by Call Center Queues.
    • Queue Wait Time in Sec. - Filter calls based on the number of seconds that the Lead waited in a Queue.
    • Status - Filter calls by its status (You can use With/In and Not In).
    • User - Filter calls based on Users (You can also use System User as a filter).
  • (B) This field is a list of operators such as With/In, Is Equal to, Is greater than, etc. They define the relationship between your results and the value(s) in the field (C).
  • (C) This field and its choices depend on which option you select in drop-down A.
  • (D) Order By options includes all of the Filter by options and Call Date.
  • (E) You can choose Ascending or Descending from the second drop-down.

Filter By Manage Call Logs.png

5.) Click the green Search button.

6.) Scroll to the right and locate the Recordings column. Here you will find the same icons described in the Search Show Recordings section above.

Recordings on Manage Call Logs.png

Note: If you want to download multiple Recordings simultaneously, you will need to search and select them on the Show Recordings page, as shown in the Bulk Download subsection above.

 

 

 

 

 
 
 

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