This guide provides step-by-step instructions for accessing and playing back recorded calls through the Call List report and Call Session view. It also outlines how recording permissions work and how to manage user access based on defined playback scopes.

Table Of Contents

If Call Recording has been enabled on your account, users with the proper permissions can access and playback recordings through the Call Session View, available in your Call List Reports.

How to Access Call Recordings

You can access call recordings through the Call List report. The system provides filters and detailed views that make it easy to locate and playback a specific call.

Step-by-Step Instructions

1. Navigate to Reports > Call List
2. Use a Quick Filter or Saved Filter to find your call(s)
3. Enable the “Has Recording” filter to only show calls with recordings

[Insert Screenshot: Call List with “Has Recording” filter enabled]

1. Once the desired call appears, click on the Start Time (or first field in the row) to open the Call Session View

[Insert Screenshot: Call List with Start Time highlighted]

Call Session View

In the Call Session View, you’ll find detailed call segments and the recording playback area.

• Some calls may have multiple recordings if transferred or routed between agents.
• If the Recording section does not appear:

  • The call may not have been recorded

  • Or, the user may not have playback permissions

    

Playing Back the Recording

To play the recording: