Recording & reporting
Know what happened on the phones
Two separate things that often get sold as one: a record of which calls happened, which everyone needs, and a recording of what was said, which is a decision with legal weight attached.
Call records
Every call, searchable
Corinne writes a record for every call: who called, who answered, when, how long, and how it ended. These are the numbers you need to answer ordinary questions about the business.
- Did we miss calls on Monday? And at which hour.
- How busy is the busiest hour? The number that decides how many lines you need.
- Did that customer call us back? Search by number.
- Is one person taking every call? Volume by extension and by group.
- Is the new advert working? Point it at its own number and count.
Records are written as calls end, in batches, so a busy hour does not slow the phones down to keep the reporting current.
What a record holds
| From / to | Number and extension on both ends |
|---|---|
| Direction | Inbound, outbound, internal |
| Times | Started, answered, ended |
| Duration | Total, and time actually talking |
| Outcome | Answered, no answer, busy, failed |
| Route | Which menu, group or extension handled it |
Call recording
Off until somebody decides otherwise
Recording conversations is a legal act with real consequences, and the default should never be “on because it was easier”.
You set the policy
Recording is configured per company and can be overridden per extension — record the support line, not the HR office. It is set from the portal, by someone with the authority, and every change to it is recorded in the audit log.
Encrypted with your keys
Recordings are encrypted where they are stored, with a key belonging to your business rather than a single key across the platform.
Purged on schedule
You set how long recordings are kept and they are deleted automatically. Recordings that accumulate forever are a liability, not an asset.
Legal hold when you need it
A hold exempts specific recordings from the automatic purge, for a dispute or an investigation, without turning off retention for everything else.
Straight with you
Where recording has got to
The recording policy controls are built and live: they can be set from the portal and from our own interface, they are admin‑only, and the change is audited. Encryption, retention and legal hold are implemented.
What we cannot tell you is that a long queue of customers is relying on it daily, because Corinne is early and recording is switched off everywhere by default. If recording is central to how you work — a contact center, a regulated process — say so early. We will prove it end to end against your requirements before you depend on it, rather than after.
Reporting: what exists today
- Call records written for every call, searchable in the portal
- Filter by date, number, extension and outcome
- Export for your own analysis
- Scheduled reports by email, not yet
- A live wallboard for supervisors — designed, not built
- Feeding call data into your CRM — planned, no public interface yet
Tell us what you need to measure
If there is a number your business runs on, we would rather hear it now than build around a guess.