Search for and Play Recordings

To search for and play a recording:

Procedure

Step 1

From the Management Portal navigation bar, choose Recording Management.

By default, the search page lists all of the recordings. To search based on specific criteria, use the following search fields on the left pane to filter the recordings:

  • Queues: Choose one or more queues to filter the recordings returned by queue.

  • Sites: Choose one or more sites. The teams and agents associated with the selected sites display in the Teams and Agents lists.

  • Teams: Choose one or more teams. Only the agents associated with the selected teams appear on the Agents list. If the Teams field is empty, then all agents associated with the selected sites appear.

  • Agents: Choose one or more agents to filter the recordings based on active agent ID.

  • Wrap Up Codes: Choose one or more codes from the list to filter the search based on the wrap-up codes.

  • Tags: Define a text string and assign it to the recording. You can filter the search based on tags by selecting them in the Tags list. For more information, see the section Assign and Remove Tags and Create and Export Tags.

  • Exclude Deleted Agents: Check the check box to exclude recordings for deleted agents from the search.

Note

  • The Queues, Sites, and other lists appear based on your access privileges.

  • To reset all lists and fields, and start over again, click Reset.

Step 2

To filter the list based on more criteria, click the Advanced Search button.

In the dialog box that appears, you can filter the search results based on Recording Duration and Call Attributes:

  • Filter by Recording Duration: You can enter values in the Recording Duration fields to specify the minimum and maximum length of the recording to search for. You can also check the Unlimited check box to search for a recording of any length.

  • Filter by Call Attributes: You can enter values that appear under the Call Attributes field to filter the search results based on the following attributes:

    • Session ID

    • DNIS

    • ANI number

Step 3

Click the Search button to search.

If the search criteria match, then the Search Results page lists the recordings.

Step 4

Click the ellipsis button beside an entry. The following options appear:

Action

Description

Play

This option allows you to play a recording for the entire call that includes any transfers and conferences.

The system also provides a separate file for each call event, such as pause, resume, transfer, and conference. You can access these individual files by clicking the arrow button to the left of a listed recording.

Download

Download a recording.

Tags

Assign a tag to a recording or remove a tag from a recording. For more information, see Assign and Remove Tags.
Note

  • Recordings only display for active Queues. Before searching for any recordings, it may be helpful to check, first, whether the Queue is active or inactive.