---
title: VoiceLogs / VLA
slug: contact-center/voicelogs-vla
docTags: 
createdAt: 2025-10-15T13:04:16.178Z
---

## Overview

The **Voicelogs** tab, or **Voicelogs Analysis (VLA)**, provides a centralized interface for authorized users to search, filter, listen to, and manage call recordings (voicelogs) and their associated metadata. This feature is crucial for **Quality Assurance (QA)**, monitoring agent performance, and ensuring regulatory compliance by providing robust tools for scoring, downloading, and amplifying call audio.

## Key Benefits

- **Quality Monitoring:** Allows **Supervisors** and **Quality Analysts** to directly listen to the agent's conversation with the customer without having to download the recording first, supporting immediate feedback.
- **Data Filtration:** Enables searching and fetching call recordings based on a wide array of criteria, including date/time, campaign, disposition codes, user, and call duration, facilitating targeted QA sampling.
- **Audio Enhancement:** Provides options to amplify the customer's or agent's voice via **Input Gain** and **Output Gain** to resolve cases where the volume is low or hard to hear.
- **Batch Management:** Supports the downloading of all or selected voicelogs in default or MP3 format.

## Functionality & Capabilities

The Voicelogs feature is accessed through the Voicelogs tab and offers comprehensive tools for call management:

### Voicelog List Page (Real-Time & Analysis)

This page is displayed after selecting a filter and clicking the **"List" Button**. It serves as the primary analysis workspace.

- **Direct Listening & Playback:** Users can click the icon next to the phone number or agent name to **Listen** to the conversation directly using a floating player pop-up, which includes standard controls like play, pause, and scrub.
- **Audio Customization:** The floating player offers advanced settings:
  - **Output Gain:** An amplification parameter (1-10 settings) specifically for the **customer's voice**.
  - **Input Gain:** An amplification parameter (1-10 settings) specifically for the **agent's voice**.
  - **Input Mute:** Allows the user to mute the agent's voice.
  - **Output Mute:** Allows the user to mute the customer's voice.
- **Scoring and Verification:** Users can provide **remarks and scores** on voicelogs as part of a QA process. They can also view the current **verification status** of the voicelog (whether it has been verified or not).
- **Detailed Search Filters:** Users must first check the **"Date/Time Range"** box and provide **"Start Date and Time"** and **"End Date and Time."** Additional filters include:
  - **Campaign Filter:** Only one campaign can be selected at a time.
  - **User Disposition Filter:** Filters based on the disposition code provided by the agents (e.g., "Sale Closed").
  - **System Disposition Filter:** Filters based on system-generated outcomes (e.g., "Connected," "Failed").
  - **Users Filter** and **Queue Filter**.
  - **Call Metadata Filters:** Filters based on **Phone Number**, **Filename**, **Call ID**, and **CRT Object ID** (Customer Relationship Tracker ID).
  - **Duration Filters:** Allows filtering for calls greater than or less than a specified duration in seconds.

### Voicelogs Download Page (Batch Management)

This page is accessed by clicking the **"Proceed Button"** after filtering.

- **Batch Download:** Users can download all filtered voicelogs in **default or MP3 formats**.
- **Batch Deletion:** The page can also be used to **delete** filtered voicelogs in bulk, allowing for data storage management.

## Usage by Personas

### Administrator/Voice-Admin (System Configuration)

- **Recording Controls:** Responsible for setting up recording rules, including enabling voicelog recordings at the campaign level within **General Settings**.
- **Voicelog File Format:** Sets the **File Format** (e.g., alaw, ulaw, gsm, g729) for saving call recordings.
- **Compliance:** Configures **"Play Periodic Beep"** to notify the caller that the call is being recorded, specifying the **interval in seconds** for the beep sound, which is essential for compliance.

### Supervisor & Analyst (Monitoring/QA)

- **Primary Users:** These roles are the primary consumers of the VLA tab for quality management and performance auditing.
- **Remote Monitoring:** They use the **direct listening** and **audio amplification** features to perform remote call monitoring and coaching.
- **Reporting:** They leverage voicelog data as a source for critical reports like the **Call History Report** and **Call Details Report** for deeper analysis of call outcomes.

### Agent (Self-Service)

- **Call History Access:** The **Agent** can access the **Call History** tab within their own console to view details of their calls.
- **Self-Monitoring:** They have the ability to **listen to** and **download** the voice recording of a call from their personal Call History tab, provided the Administrator has not restricted the option to listen to self-campaign voicelogs.
- **Limited View:** Agents do not have access to the broad filtering and batch processing capabilities available to supervisors.