Voice Recordings

Overview

XCALLY provides voice call recording capabilities to support quality monitoring, training, and compliance. You can configure automatic or manual recordings across different components of the voice system:

• Voice Queues: automatically record all calls routed through a specific voice queue
  Path to enable this option Voice → Voice Queues → Edit → Advanced Tab → Recording Format → select a format (e.g., WAV or GSM) to enable recording

• Queue Campaign: record calls handled through outbound campaigns
  Path Motion Bull → Queue Campaigns → Edit Campaign → Advanced Tab → Recording Format → choose a format to activate call recording

• Outbound Routes: enable automatic recording for all outbound calls
  Path Voice → Outbound routes → Edit Outbound Route → Recording → select a format to enable recording

• Agents: Agents can initiate manual recordings via the Phonebar or WebRTC
  Path Staff → Agents → Edit → Motion Bar/ WebRTC Tab → Enable Recording

Voice Recording Section

You can access the Voice Recordings section from the Voice Menu.

The recordings list includes all stored call recordings, displaying:

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• Type: call category (inbound, outbound, internal, dialer, chanspy)

• UniqueID: system-assigned call identifier

• Caller/called: involved phone number

• Connected: agent extension that handled the call

• Queue: queue associated with the call

• Agent: handling agent

• Rating: user-assigned rating. You can just click on the recording and choose a value (1–5 stars). Moreover it’s possible to insert an optional comment note: when you click on the recording, you can see a popup with “comment note” field, visible as a tooltip on hover.

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  FROM VERSION 3.49.0 You can also view any notes added by the agent.
  Both administrator and agent notes are visible in this modal, providing greater context and traceability for each interaction.

• Audio:  click the Play button to preview the recording (available only for .wav files).

• Duration

• Audio Channel (mono or stereo)

• Creation date: displays the date the recording was captured (with this date range filter you can find recordings of a specific time period). It is also possible to filter by preset range (today, yesterday, this week, last week, this month, last month, this year, last year)

• Disposition Levels: shows the assigned Disposition, Second-Level, and Third-Level labels, if the call was categorized.

• Transcription Status: indicates whether the call transcription is Completed, New, Failed or blank field if not launched

• Sentiment Analysis: displays the current status of sentiment analysis processing.

• Post Call Analytics: reflects the status of any post-call analytical processes applied to the recording.

• FROM VERSION 3.50.0 QA Categories: the matched values categories (created AWS categories)

It is possible to manage columns of the table, by selecting the ones you would like to view.

Moreover you can customize the pagination of elements, defining Number of Items per page, for example, a maximum of 10, 20 or 50.

By clicking on arrows icon you can order elements in ascending or descending order, while with the funnel filter icon of each column, you can apply filters to find voice recordings:

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To apply filters in the Voice Recordings section, click Apply.

To remove all active filters, use the Clear Filters icon (represented by a funnel with a line through it).

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To perform actions on multiple recordings at once:

• Select individual items using the checkboxes, or select all from the top checkbox.

• Use the bulk action toolbar to:

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You can select multiple voice recordings and apply actions in bulk. However, available actions depend on user permissions and the status of each recording. Not all features will be accessible for every item.
To check which actions are available for a specific recording, use the three-dot menu next to it.

1. Run Transcribe only 

2. Run Sentiment Analysis only

3. Run post call Analytics

4. Delete the selected recordings

5. Export to CSV

Edit Voice Recordings

When you click the three-dots menu next to a voice recording, a list of actions appears—allowing you to edit or delete the recording, download the file, or initiate Transcription, Sentiment Analysis, or Post-Call Analytics.

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If Transcription has not been run yet, the Sentiment and Analytics options will not be available. Transcription must be completed first to enable those features.

Click the edit option to access available actions specific to that recording. While the recording’s core details cannot be modified, you can assign a rating and from the top-right menu, you can perform the following actions:

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• Play the voice recording 

• Download the full audio file

• Run Transcription → launches transcription; status will show IN PROGRESS until COMPLETED

• Run Sentiment Analysis → analyzes call tone and sentiment; progress shown until complete

• Run Post-Call Analytics → launches post-call analytics; status will show IN PROGRESS until COMPLETED

Transcribe, Sentiment, and Post-Call Analytics buttons appear only if enabled under Settings → General → Quality Analysis.

• Download Voice Recording: if you want to download the selected recording file

• Delete Voice Recording: click to delete the selected recording file

A voice recording can include multiple instances of Transcriptions, Sentiment Analysis, and Post-Call Analytics. These actions can be launched individually using the icons in the top-right toolbar, or in bulk by selecting multiple recordings—though availability depends on user permissions.

Once any of quality analysis features (Transcribe, Sentiment, Post Call) are executed, their status will update to indicate completion, confirming that the analysis has been successfully performed.

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Starting from version 3.50.0, matched QA categories will be displayed as color-coded chips, making it easier to distinguish between different categories.

Access and Permissions

User access to voice recordings is governed by assigned user profile permissions:

• User with permissions on Voice Recordings only: access to the section with an empty table.

• User with permissions on Voice Recordings + Voice Queues/Queue Campaigns: view recordings tied to those queues/campaigns. If the user has view of the queues but not the agents, he still views the recordings of the agents assigned to those queues.

• User with permissions on Voice Recordings, Voice Queues, Queue Campaigns and Agents: view recordings tied to those queues/campaigns and recordings of assigned agents (internal, inbound, dialer, outbound).

• User with permissions on Voice Recordings + Agents: view recordings linked to assigned agents. If the user has a view of the agents but not of the queues, he still views the recordings of the agents even though they were made on the queues.

AI-Powered Quality Analysis

Voice recordings can be analyzed using AI services from OpenAI and Amazon AWS:

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