How to Listen to Call Recordings
Updated at February 13th, 2026
Prerequsites
To listen to call recordings on Halo, Supervisors must have access to Tracking in the Supervisor portal. Additionally, Administrators must allow the Supervisor to have ‘Access to Recordings’ in the admin interface.
How to listen to call recordings
- Navigate to your Supervisor portal and log in.
- Click on Tracking and select ‘Phone’.
- There are multiple tabs along the top of the page, some of which are only shown if the Supervisor has ‘System Access’.
Tabs shown with ‘System Access’
Tabs shown without ‘System Access’
Accordion Body
For more information on each tab and the results returned, check the Supervisor Tracking article.
- For ease, select the ‘Agent’ tab as this is available no matter your system access level.
- Fill out the filter details to find the specific call and click ‘Search’.
- All calls that are recorded can be identified by the green play icon in the ‘Router recording’ column.
- Click on a single line entry, and a media player will appear in the lower right corner of the screen.
- Click the play button to listen to the call recording.
- If the Administrator has granted the necessary permissions, recordings can be deleted. All Supervisors with access permissions for call recordings can download them.
