Reviewing Call Recordings and Transcriptions

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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Article Contents

• Accessing the Call Recordings Page
• Available Call Recordings
• Filtering Recordings by Date Ranges
• Filtering Recordings by Users or Tags
• Filtering Recordings by Transcript Keywords
• Filtering Recordings by Transcript Search Terms
• Call Recording and Transcript Search Pane
• Call Recording Playback
• Viewing Transcripts

Available With:

Trial	✓
Essential	✓
Advanced	✓
Ultimate	✓

Toolbar:

Analytics

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.

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 the left toolbar.

The Call Recordings page is housed with Lead Gen & CRM's sales reports. Though the Call Recordings page looks like other Lead Gen & CRM 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. 

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.

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:

• Date ranges
• Users or user tags
• Transcripts

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, start from Analytics > Call Recordings in the left toolbar.

1. Click the Date Range menu in the Filters panel.
2. Do either of the following:
   • Select both a starting and ending date on the calendar.
   • Select one of the preset periods of time in the Date Range column.

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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, start from Analytics > Call Recordings in the left toolbar.

1. Click the Users and User Tags field in the Filters panel.
2. Click the desired user or user tag.
3. Repeat as necessary.
4. Click outside of the drop-down menu to close the field.

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Filtering Recordings by Transcript Keywords

You can filter call recordings by specific keywords that are found in call transcripts. Once used as a filter, these keywords can remain as that filter until they are removed. To filter call recordings by keywords found in transcripts, do the following:

1. Click Analytics > Call Recordings in the left toolbar.
2. Click + Add keywords. 
3. Note: Administrators can click the Add these keywords for all users checkbox to force these keywords to appear by default for all users in that Lead Gen & CRM instance.
4. Click the Add Keyword field.
5. Enter the desired keyword.
6. Press the Enter key on your keyboard.
7. Repeat as necessary.
8. Optionally, click    Delete to remove the keyword from the keyword list.
9. Click Save.

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Once keywords have been set, the list of transcriptions and recordings will be filtered to only include the entered keywords.

You can further filter these results by selecting individual keywords in the Filters panel to show only those transcriptions and call recordings that match the selected keywords.

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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:

1. Click Analytics > Call Recordings in the left toolbar.
2. Click the Search words and phrases field.
3. Enter the desired word or phrase.

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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
      Sort carets to sort by alphabetical, ascending, or descending order. The displayed order depends upon the particular information column.

The Call Recording and Transcript Search pane displays the following information:

Note: Call recordings can only be deleted by deleting the record of the call in the contact's record page.

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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
		Play		Starts playback of an individual call recording. Also starts the recording from the beginning if the recording has finished playing.
		Pause		Pauses the playback of the recording.
		Volume		Opens a draggable bar that adjusts overall playback volume.
		Recording		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.

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:

1. Click Analytics > Call Recordings in the left toolbar.
2. Set date range, user, and keyword filters in the Filters pane as desired.
3. Click View Transcript next to the desired call recording in the Call Recordings and Transcript Search pane.
4. Note: You cannot add notes to the transcript. You can, however, edit the note tied to the record of the call in the contact's record page. 
5. Click    Edit Keywords in the modular window that appears.
6. Note: Click the     Next and    Previous carets to jump to the next instance of your selected keyword or search phrase
7. Add or remove keywords.
8. Click Save.
9. Enter a desired word or phrase in the Search transcript field.
10. Hover over a statement. 
11. Click    Play.
12. Click    Close at the top of the modular window.

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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 of 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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