A quick summary of Recording features

The Recording Menu option will allow a user to do the following:

  • Search for a recording
  • Listen to a recording
  • View the transcription of a recording
  • View the Scorecards associated to the recording
  • View the Tone and Sentiment of the recording.

This option will only be available if your user has sufficient privileges.

Searching for a recording

To search by a specific phone number or Workitem ID, enter the information in the top search window and click Search.

By selecting the choices in the drop-down fields, you can search by the following criteria:

  • Specific user
  • Campaign
  • Queue
  • DispositionD
  • Duration
  • Date range
  • Or any combination of the above options

Click on the recording you wish to view the details of, from the result set of the above search criteria.


There are 4 Tabs along the top.

  • Information
  • Transcription
  • Recording
  • Scorcards

You can either scroll down to the options, or you can click on one of these Tabs and the system bring you to the selected section automatically.


This section includes:

From The origination address.
To The destination address.
User Identifier The user ID.
Call Identifier The unique Call ID.
Duration The length of the recording.
Filename File name of the recording.


The transcription is a copy of the recording converted into words.
For each line of the conversation you will have:

  • The tone of the person speaking.
  • How many seconds into the conversation the person started speaking at.
  • The length of that portion of the conversation, in seconds.
  • The transcribed text.

The Tone will be displayed as 1 of 3 emoji faces.

  • A Green Happy face, meaning the person is being polite
  • A Orange neutral face
  • A Red unhappy face, meaning the person is frustrated

Play Recording

To listen to the recording, click on the Arrow key.
To pause while listening to the recording, click on the || key (which the arrow key has changed to.

Click on the speaker to mute the playback.
Once the recording has been muted, clicking on the speaker with the line through it will unmute.

Click on the 3 dots for the option to download the recording to your computer.

Click Here to Download Linked File

What’s a Rich Text element?

The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.

Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.