Here, you can view the list of call recordings that have been added to the library from the Call Recordings tab » Add to Library icon.

Filters

Below you can find how to filter the Call Recordings under the Library sub-tab.

1. In the Call Recordings » Library sub-tab, click on the Filters button above the grid.

2. After the Filters window pops up, select the following filters to retrieve the call recordings. You can filter recordings based on the following criteria:

• Dialers – Select a Dialer product (AI Flow Dialer / AI Parallel Dialer) from the dropdown for which the recordings are to be retrieved. Defaults to the Products that you have obtained license. Mandatory field.

• Dispositions – Select the Call Disposition value from the dropdown. The recordings associated with the selected disposition value will only be listed. By default, all the dispositions will be selected.

• Teams – Select the team(s) from the Teams dropdown, users under the selected team(s) will be listed in the Users dropdown.

• Users – Select the desired team member(s) from the Users dropdown. The recordings of those users will only be listed. By default, all the users in the org will be selected. Mandatory field.

• Date Added to Library – Defaults to 'Today'. Either you can modify the Date Range from the dropdown to list out the Recorded Calls during the date range selected.

Expand the Advanced (Optional) section to view the following filters.

• Tag – Select the Tag(s) associated with the call recordings that you wish to retrieve.

• Lists – Select a List Name from the dropdown to filter the call recordings based on the List Name. The call recordings belonging to the list names selected will only be listed/displayed.

• Call Intelligence – Select to filter the Call Recordings based on Call Intelligence keywords for example Not a good timing & Not a priority. This filter will be displayed only if you have access to the Call Intelligence feature.

• Call Duration – Defaults to 'All'. If needed, select to filter the Call Recordings based on Call duration either in one of the following options.

• • All
  • Less than 15 Seconds
  • More than 15 Seconds
  • Above 1 Min

NOTE:

• • The Start Date and End Date fields will be enabled for selection only when the Date Range ‘Custom’ is selected.

• • To select all options in the dropdown menus at once, click Select All, and to deselect all options, click Clear.

The Clear option will be visible when any of the options listed in the dropdown is selected. You can click and clear the selected values.

3. Click on the Apply button. The records matching the criteria selected will be displayed.

• Info icon – Displays the Date and Timestamp when the Call recording has been added to the library and the user who has added the call recording to the library, when hovering over it.

• Play – Click on the Play icon for the recording that you wish to listen. The View Call Recording window will be displayed, where you can listen to the recorded calls using a PC audio device.

• Call Transcript – Click to view the Transcription of the call.

• Delete – Click on the Delete icon against the respective record. A warning message will be displayed. Click OK to delete the recording from Library.

Please refer to the below articles for detailed descriptions.

For Managers – How do I use Call Recording as a Manager?

For Managers – How do I use Call Recording as a 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.