Symptom / Need

I need to export call recordings from a specific date range, whether for a specific agent, campaign, or client. I also need to know what audio formats are available for export and how to obtain the resulting files.

Context / Scenarios

Exporting call recordings is essential for quality management, agent training, customer dispute resolution, and operational auditing. wolkvox Manager offers robust functionality in the Data Monitor module for searching, filtering, and exporting these recordings in standard audio formats.

Log searches can be performed by a date range and can be refined with various criteria such as Agent ID, Skill ID, Call ID, and others, using the % wildcard for partial searches. The export is generated as a compressed .tar file containing the audio files in the selected format.

Answer (Solution / Recommendation)

To export call recordings in wolkvox Manager, follow these steps:

1. Access the 'Data Monitor' section and click the “Data Monitor” button in the left-hand menu.
2. Make sure you are on the "Monitor" tab.
3. Select the "Start Date" and "End Date" to set the search range. Note that the range must be within the same month. Optionally, use the "Search by" and "Value" fields to filter results by criteria such as 'Agent ID', 'Skill ID', 'Call ID', 'Customer ID', 'Phone Number', 'Activity Code', or 'Activity Code 2'.
   1. You can use the "%" wildcard in the "Value" field for partial searches (e.g., %777 searches for values ending with 777, 777% searches for values starting with 777, and %777% searches for values containing 777 in any position).
4. Click the "Search" button. Records that meet the search criteria will appear in the table.
5. Right-click on one of the rows in the results table. In the context menu, select "Export Audios." This will open a new export settings window.

1. In the new window, select the desired audio format by clicking the corresponding button. The available options are:
   1. GSM: Compressed audio format.
   2. WAV: Uncompressed format with high sound quality.
   3. MP3: Widely compatible compressed format.
2. Click the "Export" button to begin the process. You'll see the progress of the export as a percentage until it reaches 100%.
   1. Once the export is complete, your default web browser will automatically open and download the .tar file.

If you need to access previous exports, you can do so through the "Last Exports" list. Simply right-click the desired file and select "Download" to retrieve it again.

Important note: If the export fails, it could be due to high system traffic. It's recommended to try again after a few minutes.