Overview
The Call Recording Report in SalesExec gives administrators and managers a full summary of all inbound and outbound calls processed through RingResponse — including recordings, call duration, agent data, and routing history. It helps with quality control, compliance reviews, training, and performance analysis by providing a comprehensive view of call activity tied to leads.
Key Functionality
Recorded Call Archive — Stores all call recordings (inbound, outbound, transfers) linked to lead records.
Call Metadata Logging — Captures date/time, call duration, call type (inbound/outbound/transfer), agent, and outcome.
Routing & Transfer History — Includes full details of call routing, transfer events, queue handling, and which agent handled the call.
Search & Filter Options — Allows filtering by lead, user, date range, call type, or disposition for easier review.
Playback & Export — Enables listening to recordings stored in the system, and supports exporting or downloading for offline review or compliance archiving.
Reporting / Analytics Support — Provides data to feed performance dashboards, agent review logs, conversion tracking, and compliance audits.
How to Use This Feature
Report Columns
Call Date: Date and time of the call.
From: Depending on the call direction, this can either by the lead's phone number or the RingResponse number used to complete the call.
To: Depending on the call direction, this can either by the lead's phone number or the RingResponse number used to complete the call.
First Name: The lead's first name.
Last Name: The lead's last name.
Call Origination: Either a call that originated as an inbound or outbound call.
Marketing Channel: The marketing channel assigned to the lead.
Lead Source: The lead source assigned to the call.
Campaign: The campaign assigned to the call.
User: The user who completed the call.
Open Lead: A button that opens the lead.
Call Recording: Listen to and download the call recording
Filter Options
Date: Filter on the date the call took place.
Time Zone: Filter calls based on your time zone.
Record Type: Chose the record type your calls originated in.
Direction: Call origination direction in terms of Inbound or Outbound.
Users have the ability to further refine their options if they wish to see leads based on their marketing attributes to include users.
Sources: Select which lead sources you wish to filter against.
Channels: Select which Marketing Channel you wish to filter against.
Campaigns: Select which Campaign you wish to filter against.
Include Disabled Users: Include users that are currently disabled.
User: Filter and show call recordings by specific users.
Best Practices
Use the report for regular call audits — listen randomly or for flagged dispositions to maintain quality.
Include recording review in agent training — playback real calls to coach on calls that led to conversions or were lost.
Filter by high‑priority campaigns or lead sources when auditing to focus on top revenue-driving segments.
Export and archive recordings periodically (e.g. monthly) if required for compliance or regulatory record‑keeping.
Troubleshooting
No recording link appears for a call — Confirm that call recording was enabled at the time of the call; check user permissions and system settings.
Call metadata missing or incorrect — Verify that sufficient data was logged: some IVR or transfer flows may override or skip data capture if misconfigured.
Unable to playback recording — Ensure proper permissions and that the recording file is not corrupted; try downloading instead of streaming.
Report export fails or is slow — Use narrower date ranges or filter criteria to reduce volume; heavy volume may cause timeouts.
Users complaining recordings aren’t available — Review call flow settings to ensure recording was enabled for that queue or call type (inbound, outbound, transfer).