Search and Replay Recordings Introduction
Version 1.5
You can search, retrieve, and replay recordings from your system. Go to Conversations and click Recorded at the top.
This topic details how to perform a quick search, a detailed search, export call audio, control playback, view transcriptions, and more.
If you want to listen to live calls, switch to the Live Monitor tab – just click the Live Monitor tab in the menu at the top of the screen. For full details on Live Monitor, click here.
New in this Article:
Version 1.1 of this article has the following general updates:
The FAQs section below has been added to provide quick, actionable answers to common questions.
Various sections have been edited to enhance clarity, usability, and consistency.
Version 1.2 of this article has the following general updates:
Various videos have been added to demonstrate different features and actions that can be performed in the Communication Recording Agent Recorded Page.
Version 1.3 of this article has the following general updates:
Quick Filters have been removed as part of the 2025.11 release enhancement to increase the accuracy of Conversation Search, Advanced Filters, and Column Filters.
Flags have been updated to add the new Retention policy flag and update other flag icons.
Version 1.4 of this article has the following general updates:
Users can now use the Search Bar to filter their conversations for annotation and transcripts that include the entered text. The search filter still includes matching metadata in the search results.
Version 1.5 of this article has the following general updates:
The Quick Search page has been updated to include the newly added Search dropdown, which allows users to determine whether their search is across standard conversation metadata, such as Agent First Name, Third Party Name, etc, or across Annotations and Transcriptions.
The Actions page has been updated to link to the new Understand Locks article.
Search and Replay - FAQs
The following answers common questions about Communication Recording Agent Search and Replay features, and provides links to further reading on each subject.
Q: How do I quickly search for and play back a recorded call?
A: Go to Conversations and click Recorded at the top, type in the Search box to find matching calls, then click any result to play it using the integrated media player. Use the Calendar to set specific date ranges for your search results. Click here for more information.
Q: How can I create more detailed searches with multiple criteria?
A: Use the filter icon next to the search bar for Advanced Search. Add multiple filters, group them with AND/OR logic, and search across any metadata fields such as Agent Extension, Call Direction, Other Party Name, etc. Click here for more information.
Q: What actions can I perform on recorded calls?
A: In the Properties panel, Lock calls (to prevent deletion), add Annotations (notes with timestamps), Delete calls, and Export call audio to WAV files or metadata to CSV files. Click here for more information.
Q: How do I view and search through call transcriptions?
A: To search a specific call, select a call with a Clipboard flag (this indicates that transcription is available), then click the Transcription tab in the Properties panel. Use the search bar within the transcript to find specific words or phrases; this highlights those specific words or phrases in the transcript. Click here for more information. Search across all of your transcriptions (for calls in your specified date range) using the Search Bar.
Q: How do I customize what information appears in my search results?
A: Click the Column Reorder icon to show/hide columns, drag each column up and down to rearrange them. Save Views with your preferred layout and filter settings, and Load Views later for consistent searching. Click here for more information.