Managed Contact Center / Quality Management

Recording Playback & Scrubbing

Recordings play back as a visual waveform — the up-and-down pattern of the audio — so you can see where the talking happens and drag directly to any point in the call, rather than listening through minutes of hold time or small talk to find the moment that matters.

What does “scrubbing” actually mean here?

Scrubbing is dragging the playback position along the waveform to jump instantly to any point in the recording, the same way you’d skip ahead in a video — much faster than playing a call from start to finish to find one specific exchange.

Why does this matter for a business, practically speaking?

When you’re resolving a dispute, reviewing a complaint, or coaching an agent on one specific moment, being able to jump straight there saves real time — especially on longer calls where the relevant part might be buried in the middle.

Does this connect to anything else, or is it just an audio player?

It connects directly to the call’s full Call Timeline & Detail Records, so you can see the transfers, holds, and routing alongside the audio itself, and understand the full context of what happened.

Can multiple people review the same recording independently?

Yes — recordings are stored centrally and accessible to anyone with the right permissions, so a supervisor, a manager, and a compliance reviewer can each listen and add their own notes without needing the file passed around.

Is there a way to add notes to specific moments in a recording?

Yes — coaching and quality notes can be attached to a call for later review, tying directly into the QA Scoring & Coaching Notes process.