Listen to and Collaborate on Voice Call Recordings

Calls are recorded in dual-channel mode from the perspective of the participating representative or AI rep. The rep or AI agent’s speech is on one channel, and the customer’s speech on the other. Recordings are stored on the Salesforce platform in .wav or mp3 format, with .wav format as the default. Call recordings consume your org’s file storage allotment.

Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

View supported editions.

User Permissions Needed
To use the call recording player:	Agentforce Contact Center Supervisor (Salesforce Voice) permission set OR Agentforce Contact Center Rep (Salesforce Voice) permission set Learn how to view permissions in this permission set.

Note A single Voice Call object is created for the entire duration of a customer call. If the call is transferred from an agent or rep to another rep, a new recording is created from the perspective of the new participant. All such recordings are mapped to the single VoiceCall object corresponding to this customer call.

1. To view the Voice Calls list, open the Voice Calls tab.
2. Alternatively, open the App Launcher, enter Voice, and select Voice Calls.
3. Click the Voice Call record for the call that you want to listen to.
   
   1. To listen to the recording, click the Play icon on the Call Audio Player.
   2. To fast forward or rewind by 15 seconds, click the circular arrows.
   3. To change the playback speed, click 1x .
   4. To skip to a different part of the call recording, click the audio indicator.
   5. The recording for the transfer is stored in the same voice record. To navigate between transferred calls, use Next Recording and Previous Recording.