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Listening to call recordings

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Kayla Lannoye
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Tracking > Inbound Calls

  1. Navigate to Tracking > Inbound Calls

  1. Locate the play button for the call you wish to listen to within the tracking grid and press play.
    1. The blue play button indicates the recording was taken in Agent portal.
    2. The green play button indicates the recording was taken in HUB (*for previous HUB customers only)
  2. When you select the blue play button, a new tab will appear with the CXone recording player.

Using the CXone Recording Player

  1. View screen recordings: this feature is unavailable at this time

  2. Interaction Details: specific details about the call

  3. Actions :

    • View recording and details (view above) 
    • View recording only 

  4. Time Details: provides details on the date, time and duration of the call

  5. Call Panel: you will hear the customer in one speaker and the agent in another

    • Customer: this is the customer’s part of the call and the voice details are captured on the right. 

  • Agent: this is the agent's portion of the call and the voice details are captured on the right.

  1. Playback Toolbar: the toolbar is used to operate the playback of the recording

    • Loop: allows you to select a portion of the call on a loop
    • Cancel or skip silence: this will skip over portions of the call that are masked for credit card information
    • Annotate: is available to make a note at a specific interval in the call 

  • Jump: features the ability to jump 3 seconds forward or backwards
  • Play button: will play the recording
  • Call volume: controls mute or unmute and you are also able to control the volume for agent or customer

  • Playback speed: allows the listener to determine the speed of the call

  • Full screen mode: typically used with screen recording to maximize the screen recording window 
  • Menu: includes the option to receive only the audio file

Note:

In order to listen to call recordings a user will need to have their permissions updated in the User Admin portal within the Main Menu. Administrators and Supervisors can request access to this page via a support ticket if they do not have access already. Please see the article titled User Admin for more information or submit a support ticket to: support@revinate.com.

Tip for Administrators and Supervisors:

Using multi select mode you can select multiple call results (for example, Not Booked, Property Turndown and Hot Lead) and multiple agents. You can also sort by length of the call by selecting the Minutes column.

Call Recordings Retention

All call recordings made in the Agent Portal are hosted within CXone’s platform. As such you will not be able to delete any recordings. If you find any call recordings, like a credit card still being played, please reach out to our Support team with the call information. They will work to get the recording removed.

Call retention periods are defined by the directionality and disposition of the call: 

  • Recordings of outbound calls are deleted after 2 years.
  • Recordings of inbound calls with a disposition value of ‘Booked’ are deleted after 500 days.

Recordings of inbound calls with any other disposition are deleted after 365 days.

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