How to Access and Utilize Call Recordings

Reporting, Call Reporting No Comments

Overview

The CRM allows users to access call recordings directly from a contact’s conversation timeline. This feature is particularly useful for reviewing specific interactions with a contact.

Detailed Steps:

Search for the Contact:

  • Use the search bar to find the contact by entering their name.

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Open the Conversation Timeline:

  • Once the contact is located, click on their name to open the conversation timeline where all interactions are logged.

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Find and Listen to Call Recordings:

  • Scroll through the timeline to locate any call recordings. These are typically marked for easy identification.
  • Click the play button on a recording to listen to it directly within the CRM.
  • Optionally, you can download the recording for external use or archiving.

Note: The conversation timeline displays the most recent activities at the top. Therefore, if a call was recently made, the recording will be the first item visible in the timeline.

Finding Call Recordings Under Call Reporting

Overview: For users needing to review multiple call recordings, the CRM offers a centralized location under the Reporting tab, specifically within Call Reporting.

Navigating to Call Reporting:

Access Reporting:

  • Click on the “Reporting” option located on the left-hand side of the CRM interface.

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Open Call Reporting:

  • Within the Reporting section, select “Call Reporting” at the top.

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Utilizing Call Reporting:

  • Here, you will find a log of the latest phone calls, including details such as the date, caller’s name, phone number, call status (answered or missed), first-time caller status, and call duration.
  • To listen to a call recording, click on the down arrow (carrot) on the left side of each log entry. This action reveals the call recording, allowing you to listen to it directly from this screen.

Pro Tip: Regularly reviewing call recordings can serve as an effective quality control measure, especially if you have a team handling communications. It allows for the monitoring of interaction quality and provides opportunities for feedback and training.

Troubleshooting and FAQs

I can’t find a specific call recording. What should I do?

  • Ensure you have the correct date range or contact name. If the recording is still missing, verify that call recording is enabled for your account.

Can I share a call recording with a team member?

  • Yes, call recordings can be downloaded and shared. However, ensure you comply with privacy laws and company policies regarding call recording and sharing.