Recordings: find audio and review an analysis
Start from the call you need to review. Audio availability and saved AI analysis are separate: a recording can exist without analysis, and an analysis can remain after its audio has been deleted.
Find the recording
Choose a quick period or enter start and end dates. Search by number or extension and combine the available type, outcome and score filters, then press Search. Inspect date, parties, type and duration before opening a row. Results per page changes pagination, not the searched date interval.
Listen before drawing conclusions
Use playback or download only where the file exists and your account allows the action. If audio is unavailable, check the row’s status before retrying. Requesting an analysis is a separate operation that uses the configured optional AI service; it is not required simply to find or listen to recordings.
Read the saved result
Click the sentiment face to open the full analysis. Read summary and transcript alongside quality, resolution, category, churn risk, empathy and privacy signals. Quality uses 0–100, with higher values indicating a better assessment; churn risk uses 0–10, with higher values indicating greater risk. Examine explanations, market signals, objections and proposed next actions when present.
Move from the selected row to its audio
Narrow the list
Choose a quick period or explicit dates, then search by number or extension and combine type, score, sentiment, resolution or category when available. Press Search and check the row’s date, type, source, destination and duration before playback.
Play and verify
Open the playback control for that row, start the audio and move through the relevant passage. Listening and downloading depend on separate permissions and on the original audio still being available. A listed analysis does not guarantee that its recording file is still present.
Open the conversation analysis
Click the sentiment face when an analysis is available. Read the summary and transcript beside quality, outcome and the other signals. Compare a doubtful statement with the actual passage; an AI inference is not a verified fact merely because it has a score.
Read the conversation analysis fields
Use the fields together and preserve the distinction between a missing assessment and a negative one.
| Indicator or control | How to read and use it |
|---|---|
| Quality, sentiment and resolution | Quality is a 0–100 assessment; sentiment describes the interaction; resolution is the assessed outcome. Verify supporting passages. |
| Churn, empathy and privacy | Churn risk runs 0–10 with higher risk at higher scores. Read empathy and privacy signals with their explanation; they do not establish compliance or a future customer decision. |
| Market, feedback and actions | Review opportunities, competitors, objections and pain points, then verify the proposed follow-up against the conversation and your team’s process. |
Example: many short conversations
After identifying unusually short calls in Answered calls, find several matching recordings and listen to them. Compare actual outcomes with AI explanations rather than treating duration or score as a verdict. Record an agreed follow-up in Action Center when needed, and use Quality & AI to examine whether the pattern extends across the selected period.
Use the controls, understand what changes
The sentiment face opens the saved conversation analysis. It is distinct from Play, Download and the command that requests a new analysis. Read the selected row’s time, direction and queue first so that transcript, audio and score refer to the same interaction.
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
Open complete screenshot
Read the workspace section by section
Match the numbers and panels below to the complete workspace. These screenshots use illustrative data; the procedures above explain how to work with your own installation.
Integrated audio player
Play a selected recording and follow its waveform and duration.
Summary and transcript
Read the interaction summary and dialogue alongside the recording.
Conversation insights
Review churn risk, empathy and privacy signals alongside upsell opportunities, named competitors, objections, pain points and next actions.