CRM › Interaction Centre
Recordings
What was recorded, whether the caller was told, and when it must be destroyed. Most regimes cap how long a recording may be kept, and nobody deletes what has no date on it.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Interaction Centre
- Screen: Recordings
Address in the console: /crm/call-recordings
List · 9 columns · 3 fields on its form
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Interaction | Code | call_no |
| When | Date and time | started_at |
| Agent | Text | agent_name |
| Caller | Text | caller_name |
| Length | Number | duration_seconds |
| Announced | Yes or no | announcement_played |
| Consent | Yes or no | consent_given |
| Destroy by | Date | retain_until |
| Summary | Text | summary |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| Destroy by | Date | A recording with no date on it is a recording nobody ever deletes. | |
| Summary | Long text | ||
| Local summary | Long text |
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.