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Recordings capture audio of all agent-customer interactions where recording is enabled at the campaign, queue, or user level.
1

Open Recordings

Open the side navigation menu and click Recording (this is separate from the Reports section).
2

Apply filters

Apply filters:
3

Load results

Click Search to load results.

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Playing a Single Recording

In the results table, click the Play (▶) icon to listen in the browser audio player. Click the Download icon to save individually in MP3/WAV format.

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Bulk Download

1

Apply filters

Apply filters to narrow the result set.
2

Start bulk download

Click Bulk Download. The system is packaging the matching recordings as a compressed archive.
3

Wait for download

A download link or notification is appearing when the archive is ready.
Recordings are typically retained for 30 to 90 days. Contact your administrator for extended archiving or compliance holds.
Use Bulk Download with Filters to export recordings for a specific campaign, agent, or date range. This is the recommended approach for compliance evidence packaging, QA batch reviews, and agent coaching material preparation.

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Recordings (Agent View)

1

Open Recordings

Click Recording in the left navigation menu.
2

Open filters

Click Filters to open the search panel. Filter by From Date, To Date, Caller ID, Caller ID Number, and Phone Number.
3

Play or download

Use the Play/Download column to listen to or save audio files.
Recordings are available for a limited retention period set by your administrator. If you cannot find a recording, it may have been archived. Contact your supervisor.