Module 15 · Recordings and transcripts

Leer en español: Módulo 15 · Grabaciones y transcripciones.

Goal: find and play a recording, understand how long it is kept based on the business type you declare, search for words inside transcripts, and know what gets masked in the audio and who can see the original. Time: ~8 minutes · You need: calls that have already been recorded (Module 5). To search transcripts, a supervisor or admin seat, or an account administrator.

This is not legal advice

This module explains what the console does. It does not state what the law requires: the jurisdiction-by-jurisdiction legal matrix is not served (see the roadmap register). The retention minimums you see on screen are based on United States federal rules only; state law is not covered. Confirm your obligations with your own counsel.

Button names and screen texts below are given as they appear in the English interface; the Spanish interface shows the equivalents, listed in the twin module.

1. Search and filter recordings

Open Recordings in the side menu. The Call recordings card lists recorded calls, with the columns Date / Time (shown in ET), Agent, Account, Number, Duration, Disposition and Flags.

The filter bar has:

• from and to: the date range.
• Agent: All, Campaign: All and Disposition: All: lists to narrow by agent, campaign or call outcome. The agent and campaign lists are searchable pickers that hide inactive agents and archived or finished campaigns by default: see section 6.
• A search box (Phone, account, or debt ID…).

Filters live in the page address: copy the link and share the same view.

The counter says how many rows are loaded (Showing N loaded); there is no total. When there is more, you see · more available and the Load N more button.

Under Flags you can see, depending on the call: AI (Voice AI handled it), Legal hold (see section 3) and call warnings such as Two-party consent state or Attest A (these two are shown in English in both languages).

2. Play, download and export

Pick a row: the player appears below.

1. Play / Pause controls the audio. Click the bar to scrub. The waveform is illustrative (the screen says so: Illustrative waveform · click to scrub); it is not measured loudness.
2. The Recording metadata panel shows the Consent, the Gates at dial (each with its result), the Decision (with the link → view in audit trail), the Account, the Number, the Storage (codec and channels) and Retained until.
3. The ↓ button (Download recording) downloads the audio through a short-lived signed URL. If the audio is not available the screen says Audio unavailable with the reason, and the page keeps working.

Export results exports every recording that matches the current filters, not only the visible rows or a selection: the screen has no per-row checkboxes. The export is audited on the server and runs in the background: you can keep working, a second click while it runs reuses the same job, and when it finishes the notice says ZIP with N recordings. If the filters match more recordings than one export allows, the platform rejects the export instead of cutting it short, and the notice gives two figures, how many recordings match and the maximum per export; narrow the filters (dates, campaign, agent) and export again. If it fails, expires or takes too long, the notice says so and you can export again.

The list itself stops growing at 1,500 rows: Load more adds pages until that cap, then the screen says narrow the filters to see the rest. The export is not limited by that cap: it covers every recording that matches the filters.

If you score quality, the panel for scoring the selected recording is in Module 14.

3. How long recordings are kept

A banner with a lock above the list says how many months recordings are retained. If recording by default is off, it says so (Recording is currently disabled.).

Your business type sets the minimum

The Business type and retention minimum card shows Minimum retention: N months, with its breakdown: the months the rule asks for the audio plus a platform margin (a platform choice, not a legal figure), and the source that sets it.

• Tick your business type among Debt collection, Telemarketing, Customer service, Securities brokerage and Mortgage servicing. If you tick several, the highest minimum applies.
• If you have not declared any, the highest minimum of all applies, and the screen tells you.
• Only an account administrator can change the declaration; everyone else reads it.
• A declaration that lowers the minimum asks you to tick I understand, and I answer for the business type I declare before Save declaration. The change is recorded in the audit trail with your name, the date and the previous value.
• It applies to new recordings only: those already stored keep their date.

The recording policy

Below it is Recording policy (also for new recordings): Record new calls by default, Retention (months), Channels (Mono or Stereo) and Storage format (Opus · included or WAV · uncompressed). Save with Save recording policy.

• Only an administrator can save it. A member login can read the policy, but saving it fails with 403 role_forbidden; ask an account administrator.
• Retention cannot go below the minimum of your declaration.
• WAV changes your monthly bill: it adds an amount per billed seat each month, which the screen takes from your billing summary, and requires ticking I understand the recurring WAV charge. If the rate does not load, WAV cannot be confirmed.
• Keeping more than the minimum is optional, billed, and goes in blocks of 12 months. The price has not been published yet: the screen shows no figure and, meanwhile, does not let you raise retention above the minimum and above its current value (lowering it, or keeping the minimum, can be saved). You see it marked with the pending chip. The platform also refuses, on its side, a retention above the minimum plus the blocks you have bought.

Legal hold

In a recording's metadata, Place legal hold exempts it from every purge until it is lifted. It asks for a reason (Matter / reason for the hold…) and you confirm with Place hold. To remove it, Lift hold also asks for a reason and you confirm with Confirm lift. While it is active you see the hold chip. Placing or lifting a hold takes an administrator: a member login sees the recording but gets 403 role_forbidden when it tries to change the hold.

4. Search for words in transcripts

From the list, the Search transcripts button opens the Transcript search screen (/recordings/search).

Who can. A supervisor or admin seat, or an account administrator. Anyone else sees the notice that explains it (ask an account administrator to give your seat the supervisor role) and the Back to recordings button.

How. Type the Words to find (between 1 and 8), pick From (UTC) and To (UTC) (whole UTC days; the window cannot exceed 31 days), optionally an agent or a campaign, and press Search.

• It finds whole words; case, accents and punctuation are ignored.
• Several words must appear together, in order, in the same segment.
• Each result is a recording with its matches: the moment (mm:ss), the audio channel and the fragment with the words highlighted. Open call takes you to that recording.
• If you see The search reached the per-call ceiling, it is not a failure: press Load more to keep going.
• Every search is audited (a hash of the query is kept, never its text). If it could not be recorded, nothing is returned and you are asked to retry.

What has a transcript. Not every call. Transcription happens after the call and only if the plan includes it (Scale and Enterprise), a person answered the call (not an AI), and your cell has a transcription engine configured. A call without a transcript simply has nothing to match. This function has no flag in core's flag catalog: there is nothing to switch on per account, it depends on the plan.

5. What gets redacted and who sees the original

Redaction masks sensitive data in the audio: card (card), social security number (ssn), bank account (bank_account) and PIN (pin). It works like this:

• It never edits the stored recording. The platform keeps the original untouched, with its retention and legal hold, and builds a derived copy with the spans silenced or replaced by a tone (beep). That copy is the default view: the console's playback and download deliver the redacted copy when there is one.
• Only WAV recordings can be redacted.
• The console has no button today to ask for a redaction or to open the original. It is done through the public API; the guide is Recording transcripts, audio redaction and the screen notice.
• The original can be requested only by a tenant dd_ key or a dashboard login with the account administrator role, and a reason is required. The actor and the reason are written to an append-only log before the URL is returned; if it cannot be logged, no URL is issued.
• The transcript is also personal data: only a supervisor, an admin or an account administrator reads it, and every read is logged (who, when, which recording and how many segments; never the text).

6. Search the agent and campaign pickers

The agent and campaign pickers on Recordings, Transcript search, Call attempts (/calls) and the compliance (/compliance) and analytics (/analytics) screens are not plain drop-down lists: they are text boxes with a list underneath. This is the one place that explains them; the other modules link here.

Screen	Pickers
Recordings and Transcript search	Agent and Campaign
Call attempts (/calls), compliance (/compliance) and analytics (/analytics)	Campaign

• How to search. Click the box and type. The list narrows as you type and matches on the name; for agents it also matches the extension and the email. Agents are shown as Name · extension (for example Ana Pérez · 1042), so two agents with the same name stay apart.
• How many. The panel says how many match, as N of M (for example 12 of 340). The list draws at most 50 rows: if there are more, keep typing to narrow it. When nothing matches it says No matches.
• Keyboard. The up and down arrows move through the list, Enter picks the highlighted row and Esc closes the panel without changing the choice. The first row, without anything typed, is the "All" option.
• What it hides by default. Inactive agents and archived or completed campaigns do not appear. The one you have already picked stays visible, so an open view never loses its filter.
• How to see them. Tick Include inactive and archived at the top of the panel. The box only appears when the list has something hidden. The tick covers that picker while you are on the screen; the count N of M changes with it.

So if a campaign that ended last month is missing from the list, it is not gone: tick Include inactive and archived.

In Analytics → Reports (the report builder, Module 17) the campaigns are a list of tick boxes, not a picker, but it works the same way: a Search campaigns box, the N of M count, the same Include inactive and archived tick, and at most 50 rows drawn at a time.

What you learned

• To filter the library, share the view, play, download and export by filters.
• That the retention minimum comes from your declared business type, applies to new recordings only, and lowering it needs a confirmation and leaves a trail.
• To place and lift a legal hold with a reason.
• To search words in transcripts, who can, and why some calls do not show up.
• That redaction works on a copy, and the original is opened only by an administrator with a logged reason.
• How to search the agent and campaign pickers, and why inactive agents and archived campaigns are hidden until you tick Include inactive and archived.

For developers: Recording transcripts, redaction and the screen notice and Recording retention by business type.