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User Portal Documentation

Recorded Calls

Recorded Calls lists the recordings of your calls, so you can play one again, download it, or read its transcript. It is useful when the exact wording matters - an address, an order number, something agreed on the call.

Which of your calls are recorded is set by your administrator and, if you have access to it, on the Call Recording screen.

Finding a recording

The list is empty until you search. Pick a Date range or set From Date and To Date, optionally choose Select (Queue, Extension or All) and enter a Destination or Caller ID, then click the Select button. Clear resets the filter.

Each recording shows Type, Source, Destination, Caller ID, Recording Date and Duration (and Format on some systems). Click a column header to sort.

Playing and downloading

  • Play plays the recording in the browser.
  • Download saves the audio file.

Recordings cannot be deleted from this screen.

Transcripts, summaries and AI Insights

When a recording has been transcribed or analyzed, the Details icon opens a window with a player, a Download link, and tabs for what exists: Summary, Transcription, Actions and AI Insights. The AI Insights columns in the list (Sentiment, Category, Actions, QA, Entities, Compliance) show the same results at a glance. A recording with no transcript has no Details icon.

When your organization allows it, Transcribe Selected transcribes the checked recordings on demand. Only WAV recordings can be transcribed.

Best practices

  • Read the transcript to find the moment, then play that part of the call instead of listening from the start.
  • Treat recordings as confidential. Consent rules for sharing recordings apply in many places.