Recording & reporting
Understand what happened — and keep the detail when you need it.
TalkLayr brings call activity, recordings and reporting together so you can review an individual conversation when you need the detail and still see the wider picture across the business.
Call recording
Record the calls that matter to your business.
Call recording should follow the way your business chooses to operate.
TalkLayr can record calls where recording is enabled, giving authorised users a useful record of the conversation when they need to go back to what was said.
Three months’ recording retention is included in the standard TalkLayr subscription.
Recording does not have to mean recording every call. The policy can be built around the calls and journeys where recording is appropriate.
One operational record
Find the recording from the call that created it.
A recording is more useful when it remains connected to the call itself.
Where a recording is available, TalkLayr can keep it alongside the relevant Call History information so you can see who called, where the call went, who answered and what happened around it.
There is no need to treat recordings as a separate archive with no operational context.
Review conversations
Go back to the conversation when you need the detail.
Sometimes the call record tells you what happened. Sometimes you need to hear the conversation itself.
Where recording is enabled and the recording remains within retention, authorised users can return to it when they need to check the detail.
That might mean confirming what was agreed, understanding a customer query, reviewing a difficult interaction or helping someone follow up accurately.
Return to the relevant detail, subject to recording policy and access.
Find the call
Search the activity instead of scrolling through it.
The useful call is rarely the one at the top of a long list.
TalkLayr can help narrow the activity by the details that matter — such as date, caller, number, user, team, direction, outcome or recording availability.
Find the calls you need and then work from the detail.
The wider picture
See what is happening across the business, not just one call at a time.
Individual calls matter. Patterns matter too.
Reporting can bring together activity across a day, week or longer period so you can understand how the phone system is being used.
See inbound and outbound activity, answered and missed calls, changes in call volume and the parts of the business handling that demand.
The aim is not to bury you in statistics. It is to make useful patterns visible.
Activity across the business
Spot the patterns
See when demand changes and where attention may be needed.
A total for the month can hide what actually happened.
A busy Monday morning, a run of missed calls in the afternoon or a sudden increase in inbound demand can tell you much more.
TalkLayr reporting can help make those patterns easier to see so the business can decide whether something needs to change.
By team or user
Understand activity at the level that is useful to you.
Different businesses need different views.
You may want to understand activity across the whole company, a particular department, one team, an individual user, a number or a particular call route.
TalkLayr should let the reporting follow the structure of the business rather than forcing every customer into the same view.
Take the data with you
Export call information when another system needs it.
Sometimes the next step happens outside the phone system.
Where supported, call information can be exported for further analysis, reconciliation or use in another business process.
The useful data should not become trapped simply because it originated with a telephone call.
Retention
Keep recordings for the period that suits the service.
The standard TalkLayr subscription includes three months’ recording retention.
That gives businesses useful recording history without turning the standard service into an unlimited archive.
Where longer retention is needed, additional retention options may be offered separately where available.
The important thing is that retention is a deliberate policy, not something that grows forever without anyone thinking about it.
Recording retention in the standard subscription
Controlled access
Not everyone needs access to every recording or report.
Call information can be commercially sensitive, and recordings may contain information that should only be available to appropriate people.
TalkLayr is designed so access can follow the roles and permissions used by the business.
A team leader may need visibility of their team. A manager may need access to selected recordings. Another user may only need their own call activity.
The useful information remains available without assuming everyone should see everything.
Your policy
Recording should follow the rules your business chooses to operate under.
Every organisation has to decide when it is appropriate to record calls, what callers should be told, how long recordings should be kept and who should be allowed to access them.
TalkLayr can provide the controls needed to support that policy.
The business remains responsible for determining the legal, regulatory and contractual requirements that apply to its own use of call recording.
Part of the same system
History, recordings and reporting should tell the same story.
TalkLayr is designed so the useful parts of a call remain connected.
Call History can show what happened. Recording can preserve the conversation where enabled. Reporting can show how that activity fits into the wider pattern.
And the same call can still relate back to the journey, team and people that handled it.
The result is one operational picture rather than several disconnected tools.
See what your calls are telling you
Turn call activity into something the business can understand.
Review the individual call, return to the recording where one is available, and see the wider patterns across the business.
With three months’ recording retention included in the standard subscription, TalkLayr keeps useful call detail close to the rest of the system.