Recording Center

The Recording Center is your hub for reviewing call recordings, reading AI transcriptions, and managing recording metadata. Every call recording in the system is accessible from this single interface with powerful search, filtering, and AI-powered analysis tools.

Finding Recordings

Use the search and filter controls to find recordings:

Filter	Description
Date Range	Start and end date
Agent	Filter by agent name
Campaign	Filter by campaign
Phone Number	Search by lead’s phone number
Disposition	Filter by call outcome
Duration	Minimum/maximum call length

Tip

Combine filters for precise results. For example, filter by a specific agent, disposition of “Sale”, and duration over 5 minutes to review successful calls and identify winning talk tracks.

Playback

Click any recording to open the player:

• Waveform visualization — visual representation of the audio
• Play / Pause — standard playback controls
• Seek — click anywhere on the waveform to jump to that point
• Speed control — play at 0.5x, 1x, 1.5x, or 2x speed
• Volume control — adjust playback volume
• Download — save the recording file

Note

Recordings are served through secure, time-limited HMAC-signed tokens rather than sequential IDs. This means recording URLs cannot be guessed or enumerated, protecting sensitive call content.

AI Transcription

If AI transcription is enabled, recordings include automatic speech-to-text:

• Full transcript displayed alongside the audio player
• Speaker identification — agent and customer speech labeled separately
• Synchronized playback — transcript highlights as the audio plays
• Searchable text — search within transcript content

Transcription is powered by your configured AI provider. Configure the provider in AI Settings.

AI Analysis

AI-powered call analysis provides deeper insights:

• Call summary — AI-generated synopsis of the conversation
• Sentiment analysis — customer and agent sentiment scoring
• Key moments — objections, commitments, escalation points identified
• Compliance check — script adherence and required disclosure detection

Tags & Comments

Tags

• Add labels to recordings (Training, Escalation, Sale, Complaint, QC Review)
• Filter recordings by tag
• Multiple tags per recording

Timestamped Comments

• Add comments tied to specific moments in the recording
• Click a comment to jump to that timestamp
• Multiple users can comment — useful for coaching discussions

Tip

Use timestamped comments to flag specific moments for agent coaching. When you share the recording with the agent, they can click each comment to hear exactly what you are referencing.

Cloud Storage

Recordings can be automatically backed up to cloud storage:

• Automatic conversion from high-quality WAV to compressed MP3
• Configurable retention policies
• Secure access with time-limited signed tokens

See Cloud Storage integration for setup details.