The Recordings feature in Nextiva allows users to manage and analyze their call recordings effectively. Users can search for, listen to, and view transcriptions of recordings. They can also access scorecards, assess the tone and sentiment of conversations, and run transcriptions and scorecards manually.
Accessing a Recording
Search for the Recording icon in the Options Menu. Each recording will have the following four tabs.
Information Tab
| Field Name | Description |
| From | The origination address. |
| To | The destination address. |
| User Identifier | The user ID. |
| Call Identifier | The unique Call ID. |
| Duration | The length of the recording. |
| Filename | The file name of the recording. |
Playing a Recording
This section holds both the call and voicemail recordings, which can be played or downloaded by clicking the ellipsis. If you pause and start a recording within a voice call, there will be a single file that combines all of the recordings. Multiple recordings can be played back.
Transcription and Tone
The transcription is a copy of the recording converted into words. For each line of the conversation, you will have:
- The tone of the person speaking.
- How many seconds into the conversation the person started speaking.
- The length of that portion of the conversation, in seconds.
- The transcribed text.
The Tone will be displayed as one of three emoji faces.
- A Green happy face.
- An Orange neutral face.
- A Red unhappy face.
The curly arrow button can be used to refresh the transcription.
The Scorecard Tab
Scorecards associated with the campaign will be displayed, and the classifications inside of them will have a percentage likelihood that they were covered in the call. A green check or red alert icon beside the classification will present this visually.
NOTE: Scorecards will not run on voicemail recordings.
Campaign Recordings
Each campaign will have the following three tabs related to recordings.
Recording Tab
| Field Name | Description |
| Recording Percentage (Slider) | Recording percentage or probability that a call in that campaign will be recorded (0-100%). |
| File Server | The File Server Object to which recordings will be uploaded. |
| Apply Recording on Two Party Regions (Toggle Button) | If calling a region defined as two-party, with this toggle enabled, call recording will not automatically start. An agent can enable call recording (if their user settings allow) unless Disabled Recording On Two Party Regions is also enabled. |
| Disable Recording on Two Party Regions (Toggle Button) | If Apply Consent on Two Party Regions is enabled, this feature, if enabled, will prevent agents from enabling call recording, regardless of their user settings. If Apply Consent on Two Party Regions is disabled, this feature does nothing. |
Transcription Tab
| Field Name | Description |
| Start Time | Start time of the day for which recordings may be transcribed. |
| End Time | End time of the day for which recordings may be transcribed. |
| Minimum Duration (Seconds) | The minimum duration of a recording for it to be transcribed. |
| Maximum Duration (Seconds) | The maximum duration of a recording for it to be transcribed. |
| Percentage of the Maximum of Minutes (Slider) | A percentage of the total transcription minutes available to the tenant is allocated to this campaign. |
Scorecards Tab
This tab contains the list of scorecards to apply to transcriptions in this campaign.