The Library in Koncert allows you to efficiently organize, retrieve, and manage your saved call recordings. This feature simplifies accessing specific recordings and reviewing them for performance analysis or training purposes.
This tab displays a list of all call recordings added from the Call Recordings tab. You can easily find recordings that have been added using the Add to Library icon.
Go to the Add the Call Recording to the Library section to learn how to add recordings to the library.
Filters
You can filter and sort your recordings based on multiple criteria. This is especially helpful when managing large numbers of recordings. To filter your call recordings, follow these steps:
- Click on the Filters button to open the filtering options.
- After the Filters window pops up, select from the following criteria to refine the call recordings displayed:
- Dialers – Choose from available Dialer products such as AI Flow Dialer, AI Parallel Dialer, Agent Assisted Dialer or Click Dialer to filter recordings associated with specific dialer types. (Defaults to available products based on your license.) Mandatory field.
- Dispositions – Select a Call Disposition value from the dropdown. This allows you to see recordings associated with a specific outcome or call result (e.g., Meeting Scheduled, Got Referral, etc.). By default, all the dispositions will be selected.
- Teams – Choose the team or teams whose recordings you want to retrieve. Once a team is selected, the Users dropdown will show members within those teams.
- Users – Select specific team members to filter the recordings based on individual users. All users will be selected by default. Mandatory field.
- Date Added to Library – By default, the date filter is set to Today. You can adjust the date range using the dropdown to show recordings for a specific period.
For more precise filtering, expand the Advanced (Optional) section to access additional filtering options:
- Tag – Choose one or more tags associated with the recordings to filter based on these keywords.
- Lists – Filter recordings by selecting a List Name. Only the recordings associated with the selected list will be displayed.
- Call Intelligence – If you have access to the Call Intelligence feature, you can filter by keywords (e.g., “Not a good timing,” “Not a priority”) that were identified during the calls. This filter will only be available if you have access to the Call Intelligence feature in your org.
- Call Duration – Filter recordings by duration. You can choose from the following options:
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- All (Default)
- Less than 15 Seconds
- More than 15 Seconds
- Above 1 Min
NOTE:
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- If you select Custom in the Date Range dropdown, the Start Date and End Date fields will become enabled, allowing you to specify a precise date range for the recordings.
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- To select all options within a dropdown, click Select All, or click Clear to deselect all selected options. The Clear option appears once you have made a selection.
- After choosing your desired filters, click Apply to display only the recordings that match your selected criteria.
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Info
icon – Hover over this icon to see additional details about the recording, such as the date and timestamp of when the recording was added to the Library and the user who added it.
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Play – To listen to a recording, click on the Play icon next to the desired recording. A new window will open where you can listen to the recorded call using your PC’s audio device.
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Call Transcript – Click to view the full transcription of the call.
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Delete – If you wish to delete a recording from the Library, click on the Delete icon. A confirmation message will appear, asking you to confirm the deletion. Click OK to remove the recording.
Additional Resources
For more in-depth information, refer to the following articles:
- For Managers – How do I use Call Recording as a Manager?
- For Users – How do I use Call Recording as a user?
These guides provide further details on managing and reviewing call recordings, along with best practices for leveraging this tool effectively as a manager or user.
Please contact Koncert Support for any questions at support@koncert.com or 603-952-2505.
NOTE: The information provided here is for informational purposes only and should not be considered as a legal advice. Please consult your legal counsel regarding compliance with relevant laws.