Playback and coaching notes

Recordings are played inside Flex. Each task in a recording session becomes its own recording, so you always open the part of the session that belongs to one conversation (see Parallel conversations).

Where to find recordings

Place	Who	What it shows
Recordings page (side navigation)	Users with the Flex admin role	All desktop screen recordings, with search and filters
Screen Recordings tab on a voice task	Everyone who can open the task	Every recording of that task, including Twilio call recordings
CRM page, interaction lists and customer detail	Users with the Flex admin role	A play button on each interaction that has a recording

The Recordings and CRM pages also require show_admin_view (on by default) in the screen_recording configuration. Agents don't get a play button in the customer panel next to their tasks.

The Recordings page

The page is titled Screen Recordings and lists recordings newest first, 25 per page by default (10, 25, 50 or 100).

• Summary tiles: the number of recordings matching the filters, and the recorded time, number of agents and failed recordings on the current page.
• Filters over all recordings:
  • Status: All, Completed, In Progress, Failed.
  • Phone number: an exact customer number, with or without a whatsapp: prefix.
  • Start and end date/time. Times are interpreted as UTC.
• Filter this page: narrows the rows already loaded by task ID, agent name, customer name or number.
• Clear filters and Refresh.

Each row shows the customer, agent, date and time, duration and status, with buttons to play the recording, download it and copy the task ID. Click the customer to open them in the CRM, or the agent to see their interactions.

A recording only appears once its session has been completed, so in practice every listed recording has the status Completed.

The player

The player opens over Flex. Its header shows the customer, the agent, the customer's number, the date and the task SID, with buttons for coaching notes, download (where allowed) and close.

Desktop recordings are streamed, so long recordings start playing quickly. Paused periods are not in the recording; playback simply continues with the next part.

Keyboard shortcuts

Shortcuts work while the player is open and you aren't typing in a text box.

Key	Action
Space or K	Play or pause
J / L	Back or forward 10 seconds
Left / Right arrow	Back or forward 5 seconds
Up / Down arrow	Volume up or down by 10%
M	Mute
N	Show or hide coaching notes
F	Full screen
Esc	Leave full screen, or close the player

There is no playback-speed control.

Coaching notes

Supervisors and QA reviewers can pin notes to moments in a recording. Open the panel with the Coaching Notes button or N.

• Add Note opens a form with:
  • Timestamp: defaults to the current playback position (Use current time resets it).
  • Category: General, Positive, Needs Improvement, Compliance, Technique or Communication.
  • Rating (optional): 1 to 5 stars.
  • Note: the text (required).
• Notes appear as markers on the timeline; click one to jump to that moment.
• The panel header shows the number of notes and the average rating.

Anyone signed in to Flex who can open the recording can read and add notes. Only the author of a note can edit or delete it; the buttons are shown to everyone, but changes by other users are refused.

Notes are kept by Floor Walker with the recording. They stay after the media expires under the retention rule.

Download

The download button saves recordings that are stored as one file, such as Twilio call recordings in the task's Screen Recordings tab; that tab honours the allow_download setting. Desktop screen recordings are streamed, and downloading them as a single file is not supported yet.