Call Recording
Call Recording
Call recording is one of the most powerful tools available in the AgentTech Dialer platform. Every inbound and outbound call can be automatically recorded, capturing both sides of the conversation so your team can review interactions for quality assurance, compliance verification, agent coaching, and dispute resolution. This guide walks you through everything you need to know about configuring recording policies, accessing your recordings, and making the most of the features built on top of them.
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How Call Recording Works
When call recording is enabled, the platform automatically captures the full audio of each call — both your agent's voice and the caller's voice — from the moment the call connects until it ends. There is nothing for the agent to press or activate; recording happens seamlessly in the background.
After the call ends, the recording is processed and made available for playback. Processing typically takes just a few moments, though very long calls may take slightly longer. Once processing is complete the recording appears in the Call Logs page, ready to play or download.
Key points about how recording works:
- Automatic capture: Both sides of the conversation are recorded without any manual action.
- Post-call processing: Recordings are prepared after the call ends and become available shortly after.
- Playback and download: Every processed recording can be played directly in your browser or downloaded as an audio file.
- AI-powered analysis: Recordings that are 30 seconds or longer are automatically eligible for AI transcription and compliance analysis (more on this below).
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Recording Policies — Three Levels of Control
AgentTech Dialer gives you fine-grained control over when calls are recorded. Recording policies can be set at three different levels, and the most specific setting always takes priority. This means you can enable recording broadly and then override it for particular queues or individual users as needed.
Level 1: Agency-Wide Recording (Agency Settings)
The top-level recording switch controls whether recording is enabled across your entire agency. This is the first place to start.
- Navigate to Agency Settings from the main sidebar menu.
- Scroll down to the Call Settings section.
- Locate the Enable Call Recording toggle switch.
- Click the toggle to turn recording on (the toggle will turn green) or off (the toggle will turn gray).
- Click Save at the bottom of the page to apply your changes.
When this toggle is turned on, every call made or received by any agent in your agency will be recorded by default. When it is turned off, no calls will be recorded unless a more specific queue-level or user-level policy overrides it.
When to use agency-wide recording:
- You want a blanket policy that records every call across all teams and queues.
- Your industry requires that all customer interactions be recorded for compliance.
- You are just getting started and want a simple, all-or-nothing approach.
Level 2: Queue-Level Recording
Queue-level recording policies let you override the agency setting for specific call queues. For example, you might record all sales calls but skip recording for internal support lines.
- Navigate to the Queues page from the sidebar.
- Open the queue you want to configure by clicking its name or the Edit button.
- Look for the Call Recording section within the queue settings.
- Choose whether this queue should follow the agency default, always record, or never record.
- Save your changes.
When to use queue-level recording:
- Different teams have different compliance or quality requirements.
- You want to record outbound sales calls but not internal transfers.
- A particular campaign requires recording while others do not.
Level 3: User-Level Recording Overrides
For maximum flexibility, you can set recording policies on individual users. A user-level override takes the highest priority — it will override both the agency setting and the queue setting for that specific person.
- Navigate to the Users page from the sidebar.
- Open the user profile you want to adjust.
- Find the Call Recording section in their settings.
- Choose whether this user's calls should follow the queue/agency default, always be recorded, or never be recorded.
- Save your changes.
When to use user-level recording:
- A new agent is in training and you want to record all their calls for review, even if their queue does not normally record.
- A senior agent handles sensitive calls that should not be recorded.
- You want to temporarily enable recording for a specific agent during a performance review period.
How Policy Priority Works
When multiple recording policies exist, the platform follows this priority order:
- User-level setting (highest priority — always wins if set)
- Queue-level setting (overrides agency default)
- Agency-level setting (the baseline default)
If a user's setting is configured, it takes effect regardless of what the queue or agency says. If the user is set to "follow default," the queue setting is checked. If the queue is also set to "follow default," the agency-wide toggle determines whether the call is recorded.
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Accessing Your Recordings from the Call Logs Page
All recordings are accessible from the Call Logs page. This is your central hub for reviewing call activity and listening to recordings.
Navigating to Call Logs
- Click Call Logs in the main sidebar navigation.
- The Call Logs page displays a detailed table of all calls, with the most recent calls at the top.
Understanding the Call Log Table
Each row in the call log table represents a single call. The table includes the following columns:
| Column | What It Shows |
|---|---|
| Direction | An icon indicating whether the call was inbound (incoming arrow) or outbound (outgoing arrow). |
| Caller's Number | The phone number of the person who initiated the call. |
| Call Destination | The number or queue the call was directed to. |
| Call Path | The routing path the call followed (e.g., which queue it passed through). |
| Date & Time | The exact date and time the call took place. |
| Duration | How long the call lasted (in minutes and seconds). |
| Status | The final status of the call (e.g., Answered, Missed, Voicemail). |
| Disposition | The outcome category the agent assigned to the call (e.g., Sale, No Answer, Callback Requested). |
| Recording | Player controls for the call recording (if one exists). |
| Actions | Action buttons for deeper call analysis. |
Playing a Recording
To listen to a recording directly in your browser:
- Find the call you want to review in the call log table.
- Look at the Recording column for that row.
- Click the Play button (a triangular play icon).
- The recording will begin playing in an embedded audio player right in your browser — no downloads required.
- Use the player controls to pause, seek forward or backward, and adjust the volume.
Downloading a Recording
If you need to save a recording to your computer — for example, to share it with a colleague or archive it externally:
- Find the call in the call log table.
- In the Recording column, click the Download link next to the play button.
- Your browser will download the audio file to your default downloads folder.
- The file can be played in any standard audio player on your computer.
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Action Buttons — Deeper Call Analysis
Each call in the log table has an Actions column on the far right. Depending on the call, you may see up to three action buttons:
View Details
The View Details button is available on every call entry. Clicking it opens a full call detail panel that shows:
- Complete call metadata (numbers, times, duration, routing information)
- The disposition and any notes the agent entered
- A timeline of call events (ring, answer, hold, transfer, hangup)
- Recording playback (if available)
This is your go-to button for a comprehensive look at any individual call.
View Transcription
The View Transcription button appears on calls that have a recording of 30 seconds or longer. When you click it:
- An AI-generated transcript of the call opens in a panel.
- The transcript shows both sides of the conversation, labeled by speaker.
- You can read through the entire conversation without needing to listen to the full recording.
- This is especially useful for quickly reviewing long calls or searching for specific phrases.
Note: Transcription is generated automatically after a recorded call ends. There is nothing you need to enable separately — if recording is on and the call is 30 seconds or longer, the transcript will be created.
Compliance Check
The Compliance Check button also appears on calls with recordings of 30 seconds or longer. Clicking it opens a compliance analysis panel that:
- Reviews the call against your configured compliance rules and disclosure requirements.
- Highlights any areas of concern where required language may have been missed.
- Provides a summary score or status indicating overall compliance.
- Helps supervisors and quality assurance teams quickly identify calls that need further review.
Like transcription, compliance analysis runs automatically on eligible recorded calls.
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Who Can Access Recordings
Access to call recordings follows the platform's permission structure:
- Agency Admins can access recordings for every call made by any agent in the agency. Admins have full playback, download, transcription, and compliance check access.
- Supervisors can access recordings for calls made by agents they supervise. If a supervisor oversees a specific queue or team, they can review recordings from those agents.
- Agents can access recordings for their own calls only. An agent can play back and download recordings of calls they personally handled, which is useful for self-review and improvement.
This tiered access ensures that sensitive call data is only visible to people who have a legitimate need to review it.
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Best Practices and Tips for Call Recording
Set Clear Disclosure Policies
Many industries and jurisdictions require that callers be informed when a call is being recorded. Make sure your scripts include appropriate recording disclosure language at the start of each call. The AgentTech Dialer's Call Scripts feature (covered in a separate article) is a great way to ensure agents consistently deliver this disclosure.
Use Recordings for Quality Assurance
Set up a regular review schedule where supervisors listen to a sample of calls each week. Focus on:
- New agents: Review more of their calls during the first few weeks to provide coaching and feedback.
- Complex calls: Long calls or calls with unusual dispositions often reveal training opportunities.
- Customer complaints: If a customer raises a concern, the recording provides an objective record of what was said.
Leverage Transcription for Efficiency
Instead of listening to every recording in full, use the View Transcription feature to quickly scan call content. You can read a transcript much faster than you can listen to a recording, making it practical to review a higher volume of calls.
Monitor Compliance Proactively
Use the Compliance Check feature regularly — don't wait for a complaint or audit. Review compliance scores weekly and address any patterns of missed disclosures or non-compliant language immediately.
Combine Recording with Dispositions
Recordings are most useful when paired with accurate dispositions. When an agent marks a call as "Sale" or "Complaint," the recording provides the context to verify that disposition. Encourage agents to disposition every call accurately so that recordings can be found and reviewed in the right context.
Manage Storage Thoughtfully
While AgentTech Dialer handles recording storage for you, keep in mind that very high call volumes will generate a large number of recordings. If you need to export recordings for external archival, use the Download feature to save individual files, or contact your account manager for bulk export options.
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Frequently Asked Questions
Q: Do agents need to press a button to start recording?
A: No. When recording is enabled, it starts automatically when the call connects. There is no manual step for agents.
Q: Can I record only certain types of calls?
A: Yes. Use queue-level and user-level recording policies to control exactly which calls are recorded. You can record outbound sales calls but not inbound support calls, for example.
Q: How soon is a recording available after a call ends?
A: Recordings are typically available within a few moments after the call ends. Very long calls may take slightly longer to process.
Q: What if a recording is missing for a call?
A: First, check that recording was enabled for that call's queue and agent at the time the call was made. If recording was enabled and the recording is still missing, contact support for assistance.
Q: Can I delete a recording?
A: Recording deletion policies depend on your agency's settings and your user role. Admins can manage recording retention through the Agency Settings page.
Q: Why don't I see the Transcription or Compliance Check buttons on some calls?
A: These features are only available for recordings that are 30 seconds or longer. Very short calls (under 30 seconds) do not generate transcriptions or compliance analysis.
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Summary
Call recording in AgentTech Dialer is a set-it-and-forget-it feature that provides enormous value for quality assurance, compliance, training, and dispute resolution. Configure your recording policies at the agency, queue, or user level to match your business needs, then access your recordings anytime from the Call Logs page. Take advantage of AI-powered transcription and compliance checking to review calls faster and catch issues before they become problems.
Last updated: February 24, 2026