Call Recordings
Dual-channel stereo recording with tiered storage and secure playback access.
Every voice call is recorded as a dual-channel stereo file. The caller's audio is captured on one channel; the agent's audio is captured on the other. This separation enables independent analysis of each side - post-call quality scoring can evaluate the agent's delivery separately from the caller's speech.
Recording Format
Caller (inbound)
mulaw
8 kHz
Telephony stream
Agent (outbound)
PCM16
16 kHz
Text-to-speech engine output
The two channels are aligned by a shared timeline marker (media_start_epoch_ms) that enables precise synchronization during playback and analysis.
Storage Lifecycle
Recordings move through three storage tiers based on age:
Standard
0-3 days
Immediate
Active review, QA, operator playback
Warm Archive
3+ days
Up to 3 hours to restore
Compliance review, incident investigation
Cold Archive
Long-term
Up to 12 hours to restore
Regulatory retention, legal hold
When you request a recording that has been archived, the system returns a 202 response with an estimated restoration time. Once restored, the recording is available via a secure, time-limited URL.
Access
Recordings are accessed through secure, time-limited URLs generated by the Platform API. Each URL is scoped to the requesting workspace and expires after one hour. Metadata includes the call identifier, workspace, direction (inbound/outbound), recording format, sample rate, duration, and byte counts.
For how recordings feed into post-call quality scoring, see Audio Pipeline. For how recording data is used in post-call transcript accuracy measurement, see Performance Characteristics. For the lane-based timeline visualization that synchronizes recordings with agent actions, tool calls, and system events, see Call Playback Timeline.
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