Call Recording
Every call recorded, stored, and searchable
EaseDial records calls automatically across your queues, extensions, and campaigns. Recordings are stored centrally, paired with AI transcription, and accessible without exporting to a separate system.
Capabilities
What call recording includes
Automatic Recording
Record all calls automatically by queue, extension, or campaign. Configure which channels record automatically without requiring agent action on each call.
On-Demand Recording
Agents can start recording mid-call when needed. Useful for situations where automatic recording is not configured, or when the conversation turns to a matter that warrants documentation.
AI Transcription
Every recording is transcribed automatically. Read the call transcript instead of listening to the full recording — searchable by keyword across all stored calls.
Centralized Storage
All recordings in one place. Searchable by date, agent, queue, phone number, or transcript keyword — no separate system needed to access or manage them.
Agent Coaching
Supervisors review recordings alongside transcripts and sentiment data to identify coaching moments — without listening to every call in full before deciding which to review.
Retention Controls
Configure how long recordings are retained. Automated deletion rules can match your organization's data retention requirements.
Process
How recording works
Recording is configured at the queue, extension, or campaign level in the admin portal. When a call matches a configured channel, recording starts automatically when the call connects — without the agent needing to take any action.
After the call ends, the recording is stored and transcription runs automatically. The recording and transcript are linked — supervisors can jump to any point in the audio from the transcript, or search for a keyword and go directly to where it appears in the call.
For agents, the experience is the same whether the call is recorded or not — there is no additional step in the workflow unless on-demand recording is being used.
Use Cases
Uses for call recordings
- Agent coaching: Supervisors review calls with the transcript visible, identify coaching moments, and share specific segments without reviewing every call in full.
- Dispute resolution: Recordings provide an accurate record of what was said during a customer interaction — useful when a customer's account of the call differs from the agent's.
- Quality review: Operations teams sample recorded calls as part of a quality assurance program — reviewing against a rubric and scoring agent performance.
- New agent onboarding: Recordings of strong interactions serve as training examples for new agents without requiring a training call setup.
Compliance
A note on recording consent and compliance
Recording-consent requirements vary significantly by jurisdiction. Some jurisdictions require only one party to consent (the person initiating the recording); others require all parties to be notified and consent before recording begins. Requirements for call center operations, particularly for regulated industries, may differ from general consumer rules.
EaseDial's call recording feature supports beep tones, recorded announcements, and configurable consent flows as part of the call flow setup. The technical capability to meet consent requirements is available in the platform — what constitutes adequate notice for your specific operation in your jurisdiction is a legal question your team should evaluate independently.
FAQs
Call Recording FAQs
Are calls recorded automatically or on demand?
Both options are supported. You can configure automatic recording by queue, extension, or campaign so that every call in those channels is captured without agent action. On-demand recording lets agents start recording mid-call when needed.
How do I find a specific recording?
Recordings are stored centrally and searchable by date, agent, queue, phone number, or transcript keyword. AI transcription indexes every recording so you can search the content of calls without listening to each one.
Does EaseDial transcribe recordings automatically?
Yes. Every recording is transcribed by AI automatically. The transcript is available alongside the recording and searchable by keyword across all stored calls.
How long are recordings retained?
Retention duration is configurable. You can set automated deletion rules that match your organization's data retention policy.
Can recordings be used for compliance purposes?
Recordings provide an accurate record of what was said on a call. Whether they satisfy specific compliance or legal requirements depends on your jurisdiction and regulatory context. Recording-consent requirements vary by location — consult your legal team regarding applicable laws for your operation.
Can supervisors use recordings for coaching?
Yes. Supervisors can access recordings alongside their AI transcripts and sentiment data. Rather than listening to every call, supervisors can review the transcript first and play the audio for specific segments — making coaching more efficient.
See call recording with AI transcription
Book a demo and we'll walk through recording, transcript search, and coaching workflows.