When viewed together, your list of calls and transcripts provides you with detailed information on who your sales team is contacting, and how effectively they are communicating. The Call Recordings page lets you sort through a library of your saved call recordings and transcripts. This article will provide information on how to navigate and use the Call Recordings page.
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Marketing Automation | ✓ | ||||
CRM Ultimate | |||||
CRM PRO | |||||
CRM Free | |||||
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Users: | |||||
Administrators | ✓ | ||||
Company Managers | ✓ | ||||
Marketing Managers | ✓ | ||||
Sales Managers | ✓ | ||||
Salespersons | ✓ | ||||
Jr. Salespersons | ✓ | ||||
Accessing the Call Recordings Page
The Call Recordings page houses all of your recorded calls and associated transcriptions. It shows who your sales team has called, when they called, and whether there were any relevant recordings. |
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The Call Recordings page details how your sales team is reaching out to leads and helps to provide a complete picture of how your sales are being attended to. Click Analytics > Call Recordings to access the Call Recordings page from SharpSpring's left toolbar. |
Important: You cannot view transcript-related content unless both the Sales Dialer and transcription services have been enabled.
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The Call Recordings page is housed with SharpSpring's sales reports. Though the Call Recordings page looks like other SharpSpring sales reports, this page is itself not a report in the same sense. As such, you will be unable to save, export, or schedule these recordings and transcripts. |
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Available Call Recordings
Whenever you access the Call Recordings page, the Call Recording and Transcript Search pane will populate with recordings—but only if any are available. By default, the Call Recordings page will display any available recordings from the start of the current month to the current day. However, there may be times when you want to find specific recordings. |
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These recordings may be lost in the crowd among your other recent recordings, or you may want to find recordings from calls made previously. You can narrow the displayed available call recordings by setting search filters. These filters are as follows: When filtering call recordings, you can apply any combination of these filters. |
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Filtering Recordings by Date Ranges
You can filter call recordings to display calls made during a certain period of time. To filter call recordings by date range, do the following:
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Filtering Recordings by Users or Tags
You can filter call recordings to only display those calls made by individual users, or by user tags. To filter call recordings by users or user tags, do the following:
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Filtering Recordings by Transcript Keywords
Filtering Recordings by Transcript Search Terms
You can filter call recordings by searchable words or terms found in call transcripts. To filter call recordings by these search terms, do the following:
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Be aware of the following when entering search terms into the Search words and phrases field:
- Only one word or phrase can be searched for at a time
- These results overwrite keyword results
- One keyword can be selected at a time
Call Recording and Transcript Search Pane
Once filters have been applied to your list of call recordings, you can navigate the results in the Call Recording and Transcript Search pane. When viewing the available information, click the The Call Recording and Transcript Search pane displays the following information:
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Note: Call recordings can only be deleted by deleting the record of the call in the contact's record page.
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Column | Description | |||
Users |
The names of the users that made outbound calls. Also details who the user called. |
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Date |
The date and time that the user made an outbound call. |
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Call Recording |
The call recording associated with the outbound call, including the total call time. |
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Search Results |
The keyword or search terms that appear in the transcript of the outbound call. |
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View Transcript |
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Call Recording Playback
The Call Recording and Transcript Search pane will display available call recordings. When played back, these call recordings play what was said during an individual call. You can listen to the playback of only one recording at a time. The following are available in the recording playback interface: |
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Icon | Component | Description | |||
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Play |
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Starts playback of an individual call recording. Also starts the recording from the beginning if the recording has finished playing. |
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Pause |
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Pauses the playback of the recording. |
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Volume |
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Opens a draggable bar that adjusts overall playback volume. |
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Recording |
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Clicking any point in the recording playback file will play the recording from that point forward, regardless of if the recording is playing or paused. |
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Viewing Transcripts
Every call recording will have a transcript of the call. These transcripts provide a written log of everything said during the call between the caller and the contact. To view transcripts, do the following:
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Note: You cannot add notes to the transcript. You can, however, edit the note tied to record of the call in the contact's record page.
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Note: Click the
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The written log will provide a statement-by-statement review of how confident the system is in its transcription. The more filled in the bar is, the higher the confidence rating. Be sure to review any those statements without a high confidence rating, as well as any suspect words or phrases that appear in the transcript. |
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The transcript will also have the same playback interface that is found in the Call Recordings and Transcript Search pane. |
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