{"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&#038;p=5825"},"modified":"2026-07-23T16:17:31","modified_gmt":"2026-07-23T14:17:31","slug":"recordings-use-them","status":"publish","type":"ht_kb","link":"https:\/\/help.ino.cx\/index.php\/help-center\/recordings-use-them\/","title":{"rendered":"Recordings &#8211; Use them"},"content":{"rendered":"\n<figure class=\"wp-block-image alignright size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1080\" height=\"400\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2024\/09\/Smart-licence-needed-2.png\" alt=\"\" class=\"wp-image-3984\" style=\"width:250px\"\/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">[<em>Reading time: 4 minutes<\/em>]<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" style=\"font-size:26px\">Overview<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">This article explains how to use the\u00a0<strong>Recordings<\/strong>\u00a0sub-module in the\u00a0<strong>Quality Management<\/strong>\u00a0module: how to search and filter your recordings, browse the list, listen to or download a recording, and open a recording to explore everything attached to it: interaction data, participants, CRM card, linked case, and the AI features (transcription, sentiment analysis and an AI summary).<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"510\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-1024x510.png\" alt=\"\" class=\"wp-image-5798\" style=\"width:250px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-1024x510.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-300x150.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-768x383.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-50x25.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-1536x766.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-60x30.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x-100x50.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/11\/undraw_recording_1q6x.png 1599w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><br>Looking to set recordings up in the Maker instead? See\u00a0<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/recordings-set-them-up\/\">Recordings \u2013 set them up<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. <strong>Accessing the Recordings sub-module<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Recordings is the first section of the Quality Management module. What you can see and do depends on your license and your profile permissions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Access to the module requires a&nbsp;<strong>Smart license<\/strong>&nbsp;and the&nbsp;<strong>Access recordings<\/strong>&nbsp;permission. Which recordings you then see depends on your role:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Advisor<\/strong>: their own recordings only.<\/li>\n\n\n\n<li><strong>Administrator<\/strong>: all recordings of the users covered by their active profile.<\/li>\n\n\n\n<li><strong>Manager<\/strong>: their own recordings and those of the teams they manage.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"191\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-1024x191.png\" alt=\"\" class=\"wp-image-5829\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-1024x191.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-300x56.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-768x143.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-50x9.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-1536x286.png 1536w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-60x11.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48-100x19.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.35.48.png 1587w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">2. <strong>Search and filters<\/strong><\/h2>\n\n\n\n<h4 class=\"wp-block-heading\">2.1. Search by date<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">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<h4 class=\"wp-block-heading\">2.2. filters<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Use the&nbsp;<strong>Filters<\/strong>&nbsp;button to narrow down the list. Available filters include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Interaction ID<\/li>\n\n\n\n<li>Direction (incoming or outgoing)<\/li>\n\n\n\n<li>Advisor<\/li>\n\n\n\n<li>Queue<\/li>\n\n\n\n<li>Voice campaign<\/li>\n\n\n\n<li>Type (automatic or manual)<\/li>\n\n\n\n<li>Configuration (mono or stereo)<\/li>\n\n\n\n<li>Sentiment: overall, advisor, or contact<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"308\" height=\"787\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.31.42.png\" alt=\"\" class=\"wp-image-5828\" style=\"width:250px\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.31.42.png 308w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.31.42-117x300.png 117w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.31.42-20x50.png 20w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.31.42-23x60.png 23w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.31.42-39x100.png 39w\" sizes=\"auto, (max-width: 308px) 100vw, 308px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">3. <strong>Recordings list<\/strong><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">3.1. <strong>Columns<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The list shows every recording you are allowed to access. For each one:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Date and time<\/strong><\/li>\n\n\n\n<li><strong>Duration<\/strong><\/li>\n\n\n\n<li><strong>Direction<\/strong>\u00a0\u2014 incoming or outgoing<\/li>\n\n\n\n<li><strong>Type<\/strong>\u00a0\u2014 automatic or manual<\/li>\n\n\n\n<li><strong>Configuration<\/strong>\u00a0\u2014 mono or stereo<\/li>\n\n\n\n<li><strong>Advisor<\/strong>\u00a0\u2014 hidden when the list is already filtered to a single advisor<\/li>\n\n\n\n<li><strong>Contact<\/strong>\u00a0\u2014 the other party&#8217;s number<\/li>\n\n\n\n<li><strong>Queue<\/strong>\u00a0\u2014 clickable when the call comes from a queue<\/li>\n\n\n\n<li><strong>Voice campaign<\/strong>\u00a0\u2014 clickable when the call comes from a campaign<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Each row also offers a set of&nbsp;<strong>quick actions<\/strong>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Listen<\/strong>\u00a0\u2014 play the recording directly in the list<\/li>\n\n\n\n<li><strong>Download<\/strong><\/li>\n\n\n\n<li><strong>Open in another tab<\/strong>\u00a0\u2014 opens the public link<\/li>\n\n\n\n<li><strong>Open in a side panel<\/strong>\u00a0\u2014 opens the recording next to your current screen<\/li>\n\n\n\n<li><strong>Open<\/strong>\u00a0\u2014 opens the full recording detail view<\/li>\n\n\n\n<li><strong>Create an evaluation<\/strong><\/li>\n\n\n\n<li><strong>Delete<\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong><a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/evaluations-use-them\/\" data-type=\"link\" data-id=\"https:\/\/help.ino.cx\/index.php\/help-center\/evaluations-use-them\/\" target=\"_blank\" rel=\"noreferrer noopener\">Evaluation<\/a><\/strong> feature is covered in a dedicated article.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Some actions depend on configuration and permissions:\u00a0<strong>Listen<\/strong>\u00a0and\u00a0<strong>Download<\/strong>\u00a0are unavailable when the recording is stored only on a repository connector. Download also requires the download permission and, for stereo recordings, the processing to be finished.\u00a0<strong>Open in another tab<\/strong>\u00a0is available only when public link generation is enabled in the Maker.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.2. <strong>Opening a recording<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Click&nbsp;<strong>Open<\/strong>&nbsp;to display the full detail view. It brings together contextual information, an audio player, and \u2014 depending on your configuration and license \u2014 the AI features.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The three AI features each have their own article:&nbsp;<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/speech-analytics-tab-in-recordings\/\">Transcription tab<\/a>,&nbsp;<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/sentiment-analysis-tab-in-recordings\/\">Sentiment analysis tab<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/ai-call-summary-in-recordings\/\">AI summary in Recordings<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"556\" src=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43-1024x556.png\" alt=\"\" class=\"wp-image-5830\" srcset=\"https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43-1024x556.png 1024w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43-300x163.png 300w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43-768x417.png 768w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43-50x27.png 50w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43-60x33.png 60w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43-100x54.png 100w, https:\/\/help.ino.cx\/wp-content\/uploads\/2025\/12\/Capture-decran-2025-12-02-a-11.36.43.png 1326w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">3.2.1. Contextual information (left panel)<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The left panel gathers everything related to the interaction, organized in tabs:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Recording<\/strong>\u00a0\u2014 file name, public URL, date, configuration, advisor, type, queue or voice campaign, and duration (on-hold time and total).<\/li>\n\n\n\n<li><strong>Interaction<\/strong>\u00a0\u2014 a button to open the interaction in a side panel, plus its ID, flow, direction, original and current routing, original pool, queue, called number, session start and end, and the waiting \/ processing \/ on-hold \/ post-interaction times.<\/li>\n\n\n\n<li><strong>Participants<\/strong>\u00a0\u2014 the list of participants involved in the interaction.<\/li>\n\n\n\n<li><strong>CRM card<\/strong>\u00a0\u2014 shown when a CRM card is linked to the interaction.<\/li>\n\n\n\n<li><strong>Case<\/strong>\u00a0\u2014 shown when a case is linked to the interaction.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The Interaction, Participants, CRM card and Case tabs appear depending on the modules enabled for your account.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.2.2. Audio player<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">At the top of the central area, the audio player lets you listen to the recording and move through it on the waveform.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">When sentiment analysis is available,&nbsp;<strong>color-coded sentiment markers<\/strong>&nbsp;appear directly on the waveform (green, orange, red). You can show or hide them \u2014 see&nbsp;<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/sentiment-analysis-tab-in-recordings\/\">Sentiment analysis tab<\/a>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.2.3. Recording content<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The main area is organized in tabs:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Recording<\/strong>\u00a0\u2014 the recording itself, along with the\u00a0<strong>AI summary card<\/strong>\u00a0when the summary is enabled. Users with the right permission can edit the summary. See\u00a0<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/ai-call-summary-in-recordings\/\">AI summary in Recordings<\/a>.<\/li>\n\n\n\n<li><strong>Evaluations<\/strong>\u00a0\u2014 the evaluations linked to this recording, with filtering options. Creating and managing evaluations is covered in a dedicated article.<\/li>\n\n\n\n<li><strong>Transcription<\/strong>\u00a0\u2014 the written transcription of the conversation, with keyword and entity detection. See\u00a0<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/speech-analytics-tab-in-recordings\/\">Transcription tab<\/a>.<\/li>\n\n\n\n<li><strong>Sentiment<\/strong>\u00a0\u2014 the sentiment analysis of the conversation, broken down by phase and by participant. See\u00a0<a href=\"https:\/\/help.ino.cx\/index.php\/help-center\/sentiment-analysis-tab-in-recordings\/\">Sentiment analysis tab<\/a>.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">The Transcription and Sentiment tabs appear only when those features are enabled and available for the recording.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3.2.4. Options menu<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">At the top of the screen, the options menu gives access to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Create a new evaluation<\/strong><\/li>\n\n\n\n<li><strong>Download the recording<\/strong><\/li>\n\n\n\n<li><strong>Delete the recording<\/strong><\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Download and delete depend on your profile permissions.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>[Reading time: 4 minutes] Overview This article explains how to use the\u00a0Recordings\u00a0sub-module in the\u00a0Quality Management\u00a0module: how to search and filter your recordings, browse the list, listen to or download a recording, and open a recording to explore everything attached to it: interaction data, participants, CRM card, linked case, and the&#8230;<\/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":10,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5825\/revisions"}],"predecessor-version":[{"id":6707,"href":"https:\/\/help.ino.cx\/index.php\/wp-json\/wp\/v2\/ht-kb\/5825\/revisions\/6707"}],"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}]}}