Retrieving Recordings and Messaging Transcripts in Historical Reporting

You can retrieve call recordings, SMS transcripts, and Facebook messaging transcripts from either the Recordings and Messages by Agent or the Recordings and Messaging by Interaction standard reports in historical reporting. These reports contain columns to access recordings and transcripts: Audio Recording and Messaging Transcripts.

To access recordings and transcripts, you must have:

  • The default administrator role, or
  • A custom role that has the REPORTS_READ_ALL, VIEW_ALL_RECORDINGS, and VIEW_ALL_REALTIME_DASHBOARDS permissions

To locate the Recordings and Messages by Agent report:

  1. Go to Reporting > Historical Dashboards.
  2. Click Dashboards and then select the Standard Reports collection.
  3. Select Recordings and Messages by Agent from the list of available reports.

To locate the Recordings and Messaging by Interaction report:

  1. Go to Reporting > Historical Dashboards.
  2. Click Dashboards and then select the Standard Reports collection.
  3. Select Recordings and Messaging by Interaction  from the list of available reports.

You can apply filters to narrow down the report's results to find the recording you're looking for. For example, you can use these filters:

Playing Audio Recordings

To play call recordings:

  1. In the Recordings and Messages column, click the music note () for the call that you want to listen to.
     The number of recordings associated with the interaction is indicated next to the music note.

    The recordings panel opens at the bottom of the screen.

    Recordings associated with the interaction are listed on the left of the panel. These can include call recordings or other audio artifacts such as temporary audio files that were saved.

    Recordings are listed in the panel with the following details:

    • Artifact Subtype: For call recordings, this value is Conference. For custom saved audio artifacts, this value is configured. See Save Audio Artifact for more information.
    • Reporting Label: For call recordings, this value is Recording. For custom saved audio artifacts, this value is configured. See Save Audio Artifact for more information.
    • Recording file timestamp: The date and time, in your tenant's timezone, that the recording started.
       

      There is currently a known issue where the timestamp isn't displayed for conference recordings. This will be addressed in a future release.

  2. If there are multiple recordings for the interaction, click the recording you want to play

    The recording is presented on the right for playback.

  3. Review the recording:
    • Click Play() to begin or resume playing the recording.
    • Click Pause () to stop playing the recording at the spot where it is currently playing.
    • Click the speaker icon to mute () or unmute () playback.
    • Drag the volume to play the recording at a higher or lower volume.

    • Drag the call recording progress slider to go ahead or back in the recording.

  4. Click Interactions to collapse or expand the recordings panel.

    The recordings panel will stay at the bottom of the page when you navigate to any other page in CxEngage until you close it.

  5. Click X to close the recordings panel.

Reviewing Messaging Transcripts

To read messaging transcripts:

  1. In the Recordings and Messages column, click the speech bubble icon () for the messaging interaction you want to review.

     The number of messaging transcripts associated with the interaction is indicated next to the speech bubble.

    The transcript panel opens at the bottom of the screen.

  2. Review the messaging transcript.

    Each message includes a time stamp and the participant that sent the message. The customer's name appears as they have it entered in their Facebook profile.

    Sample Facebook Messaging transcript in CxEngage historical reporting

  3. Click Interactions to collapse or expand the messaging transcripts panel.

    The messaging transcripts panel will stay at the bottom of the page when you navigate to any other page in CxEngage until you close it.

  4. Click X to close the messaging transcripts panel.

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