In Quality Management (QM), users such as Quality Managers (QMs), supervisors, and administrators can listen to or download call recordings from the Case Analytics page, subject to their assigned permissions. However, without visibility into who accessed these recordings, organizations face potential compliance, security, and audit risks.

The Recording Access Tracking feature addresses this gap by capturing and logging user access to call recordings. This enables organizations to audit recording usage, monitor compliance, and investigate potential data leakage or misuse.

Feature Description

The Recording Access Tracking feature logs user interactions with call recordings at the message level. Whenever a user plays or downloads a call recording, the system captures the user’s details and stores them in message-level custom fields associated with the recording.

This information can then be used for:

• Compliance audits

• Security investigations

• Reporting and monitoring of recording access

How Recording Access Is Tracked

Call recordings are treated as message-level entities in Sprinklr, similar to other message properties and message-level custom fields. For each recording message, the platform updates specific custom fields when a user interacts with the recording.

The following message-level custom fields are exposed:

• User Played Voice Recording
  Captures the name of the user who played the call recording.

• User Downloaded Voice Recording
  Captures the name of the user who downloaded the call recording.

These fields are updated each time a user plays or downloads a recording, providing a clear audit trail of access.

Case Analytics – Call Transcript Section

From the Case Analytics view, users can access call recordings through the Call Transcript section. When a user performs either of the following actions, the system records the access:

• Plays a call recording

• Downloads a call recording

The corresponding message-level custom field is populated with the user’s details at the time of access.

Quality Management (QM) Recordings View

In Quality Management, a single case or call can contain multiple recordings. These recordings are displayed together in a timeline view, allowing reviewers to listen to the full conversation from start to end.

When a user plays recordings from the QM recordings timeline:

• Each recording that is played updates the User Played Voice Recording custom field for that specific recording message.

• If a recording is downloaded, the User Downloaded Voice Recording custom field is updated accordingly.

This ensures that access is tracked individually for each recording, even when multiple recordings belong to the same call or case.

Reporting and Auditability

Because recording access is stored in message-level custom fields, the data can be:

• Used in reports

• Filtered and analyzed for compliance reviews

• Referenced during investigations

Organizations can track:

• Who listened to a specific call recording

• Who downloaded a recording

• Which recordings were accessed as part of a given case

This visibility supports regulatory requirements and strengthens internal governance controls.

Example Use Case

If a compliance issue or data leakage concern arises for a specific case, administrators can review the associated call recordings and identify:

• All users who played the recording

• All users who downloaded the recording

This allows teams to trace access directly within the Sprinklr platform without relying on external logs or manual tracking.

The Recording Access Tracking feature in Quality Management provides transparent, message-level visibility into who listens to or downloads call recordings. By capturing user access in custom fields, the feature enables stronger compliance monitoring, improved audit readiness, and faster investigation of potential security issues.