{"id":5825,"date":"2025-12-11T09:46:57","date_gmt":"2025-12-11T08:46:57","guid":{"rendered":"https:\/\/help.ino.cx\/?post_type=ht_kb&p=5825"},"modified":"2025-12-11T09:46:57","modified_gmt":"2025-12-11T08:46:57","slug":"recordings-use-them","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/recordings-use-them\/","title":{"rendered":"Recordings – Use them"},"content":{"rendered":"\n
\"\"<\/figure>\n\n\n

[Reading time: 2 minutes<\/em>]<\/p>\n\n\n

Overview<\/h2>\n\n\n\n

This article explains how to use the Recordings sub-module in the Quality Management module. You will learn how to search and filter recordings, browse the recordings list, listen to or download a recording, and access detailed information such as interaction data, participants, CRM cards, and linked cases.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n


If you need information about configuring recordings in the Maker, refer to the Recordings \u2013 set them up<\/a><\/em> article.<\/p>\n\n\n\n

1. Accessing the Recordings sub-module<\/strong><\/h2>\n\n\n\n

Recordings is the first section of the Quality Management module. The recordings you can see, and the actions you can perform on them, depend on your permissions.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

2. Search and filters<\/strong><\/h2>\n\n\n\n

2.1. Search by date<\/h4>\n\n\n\n

You can search recordings using a date range of up to three rolling months. Use the date picker to define your start and end dates.<\/p>\n\n\n\n

2.2. Additional filters<\/h4>\n\n\n\n

The filter button allows you to refine your search using additional parameters such as direction, advisor, queue, voice campaign, type, configuration, and more.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

3. Recordings list<\/strong><\/h2>\n\n\n\n

3.1. Table of recordings<\/strong><\/h3>\n\n\n\n

The table displays all recordings you are allowed to access. The available columns are:<\/p>\n\n\n\n

Date<\/strong> (DD\/MM\/YYYY HH:MM)
Duration<\/strong>
Direction<\/strong> (incoming or outgoing)
Type<\/strong> (automatic or manual)
Configuration<\/strong> (stereo or mono)
Advisor<\/strong>
Contact<\/strong>
Call and SMS buttons<\/strong> (SMS available when the number is a mobile line)
Queue<\/strong> (clickable when the interaction comes from a queue)
Voice campaign<\/strong> (clickable when the interaction comes from a voice campaign)
Listen<\/strong> (available when the recording is not stored exclusively on a repository connector<\/a>)
Download<\/strong> (available when the recording is not stored only on a repository connector)
Open in another tab<\/strong> (available when public link generation is enabled in the Maker)
Open<\/strong>
Evaluation<\/strong>
Delete<\/strong><\/p>\n\n\n\n

The Evaluation<\/strong> feature is covered in a dedicated article.<\/p>\n\n\n\n

3.2. Opening a recording<\/strong><\/h3>\n\n\n\n

Selecting Open<\/strong> displays the recording details view.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

3.2.1. Left panel<\/strong><\/h4>\n\n\n\n

The left panel includes several tabs providing contextual information.<\/p>\n\n\n\n

Recording tab<\/h5>\n\n\n\n

File name
Public URL
Date
Configuration
Advisor
Type
Voice campaign or queue
Duration (placed on hold time and total duration)<\/p>\n\n\n\n

Interaction tab<\/h5>\n\n\n\n

Button to open the interaction in a side panel
Interaction ID
Flow
Direction
Original routing
Current routing
Original pool
Queue
Called number
Session start
Session end
Times (waiting, processing, placed on hold, post-interaction)<\/p>\n\n\n\n

Participants tab<\/h5>\n\n\n\n

Displays the list of participants involved in the interaction.<\/p>\n\n\n\n

CRM card tab<\/h5>\n\n\n\n

Displayed when a CRM card is linked to the interaction.<\/p>\n\n\n\n

Case tab<\/h5>\n\n\n\n

Displayed when a case is linked to the interaction.<\/p>\n\n\n\n

3.2.2. Central panel<\/strong><\/h4>\n\n\n\n

The central area contains:<\/p>\n\n\n\n

    \n
  • The audio player to listen to the recording<\/li>\n\n\n\n
  • The list of evaluations linked to this recording, with filtering options<\/li>\n<\/ul>\n\n\n\n

    3.2.3. Options menu<\/strong><\/h4>\n\n\n\n

    At the top of the screen, the options menu gives access to:<\/p>\n\n\n\n

      \n
    • Create a new evaluation<\/li>\n\n\n\n
    • Download the recording<\/li>\n\n\n\n
    • Delete the recording<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

      [Reading time: 2 minutes] Overview This article explains how to use the Recordings sub-module in the Quality Management module. You will learn how to search and filter recordings, browse the recordings list, listen to or download a recording, and access detailed information such as interaction data, participants, CRM cards, and…<\/p>\n","protected":false},"author":5,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"ht-kb-category":[105],"ht-kb-tag":[],"class_list":["post-5825","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-using-ino"],"_links":{"self":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5825","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/comments?post=5825"}],"version-history":[{"count":4,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5825\/revisions"}],"predecessor-version":[{"id":5858,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5825\/revisions\/5858"}],"wp:attachment":[{"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/media?parent=5825"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-category?post=5825"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb-tag?post=5825"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}