Call records
Overview
By integrating your company's phone lines through FIRST LINE, you can easily monitor incoming call details, including extension numbers, recording dates, times, recording durations, and other detailed information, and you can download the corresponding audio files for easier subsequent management and retrieval.
You can access the "Call Records" item via the FIRST LINE menu on the left; click to view the list. Once inside, you can see all call conversation records at a glance and play recordings, making it convenient for managers to replay and review conversations.
Each FIRST LINE plan supports retaining call recordings for up to two years, providing users with the convenience of long-term storage and review to ensure important call content is not lost over time.
The above two-year retention measure has not yet been implemented; you can download the recordings used so far at any time to meet higher-level management needs and make data management more flexible.
Interpreting Call Records
Each call will have at least one record in the system. In some cases, the same call may have multiple records, for example:
Customer incoming call: When a customer calls in, the system will generate the first main record, showing the primary status of the call.
Agent assigned but did not answer: If assigned to agent A but agent A does not answer, the system will automatically forward the call to the next agent B.
Reassignment record: When the call is assigned to agent B, the system will add a record labeled "Reassignment" to indicate that this call has been reallocated.
Multiple records during a call present the full timeline of the call, helping managers clearly understand the flow and handling process of each call.
Single-item operations
Each call record includes corresponding action functions; from left to right, the functions are:
Play: Directly play the recording to quickly review the conversation.
Add to playlist: Add the recording to the playlist; once added it will appear above the system interface navigation bar for easier centralized playback.
Download: Download the audio file to the local device for convenient storage or sharing.
Batch operations
Each call record that has a recordinghas a checkbox in front. After selecting, you can perform the following actions:
Bulk download: Download up to 100 recordings to your local device at once; the system will automatically start the download after organizing them. The time to prepare bulk downloaded recordings is affected by the number of items,The more items or the larger the files, the longer the processing time required. Please wait patiently.
Add to playlist: Add up to 100 recordings to the playlist at once for easier centralized playback management.
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