For every inbound and outbound call, the helpdesk keeps a record of the call which is added to the ticket.

The call record includes:

• Inbound/outbound - whether the call was an inbound or outbound call
• An audio recording - if recording has been enabled for a specific call Queue by an Admin, you can playback the recording by clicking the Play button. Press Back to restart the audio and drag the blue circle back and forth to skip to specific points in the recording
• Download audio recording - a link to download the .mp3 recording of the call
• Call button - used for calling the User associated with the call record
• Voicemail transcript - if enabled by your admin, you can view a transcription of the user's voicemail message
• Call log - an expanding list of the different actions the User and Agent took during the call, including the IVR or Queue the call came in via
• Participant avatars - the initials or avatars of any Users and Agents involved in the call are listed vertically to the left-hand side of the call record