Overview
After every voice call, the system automatically attempts to fetch the call recording from the recording server.
In most cases, the recording becomes available within 10 minutes after the call ends.
However, there may be short delays or temporary issues that prevent the recording from appearing immediately on your dashboard.
What You Might See in the Widget
| Status Message | What It Means | What You Can Do |
|---|---|---|
| Generating your call recording… This may take a few minutes. | The recording server is still processing the call audio. | No action needed — please wait for about 10 minutes and refresh the page. |
| We couldn’t load the call recording. Please try again. | There was a temporary issue fetching the recording. | Click Retry to attempt fetching the recording again. |
| Still unable to fetch the recording. Please try again after 15 minutes. | The system retried but still couldn’t get the recording. | Wait about 15 minutes and click Retry again. |
| We couldn’t generate the call recording due to a technical issue. Please contact your administrator for assistance. | Multiple attempts (including automated background jobs) failed to retrieve the recording from the server. | Contact your administrator or support team for assistance. Our team will review the logs and attempt manual recovery if possible. |
Behind the Scenes
Here’s how the system manages recording retrieval:
- Automatic fetch (after 10 minutes): The platform attempts to fetch the recording automatically 10 minutes after call completion.
- Successful retrieval: The recording becomes visible in the user interface once available.
- Manual retry option: Users can click Retry to trigger a manual retrieval attempt.
- Automated background retries: If the initial fetch fails, the system automatically retries fetching the recording after 24 hours.
- Ongoing background jobs: Even without user action, periodic automated attempts continue until the recording is retrieved or determined unavailable.
Common Reasons for Delay or Failure
- Temporary network or connectivity issues between Kore’s platform and the recording server.
- High server load causing delays in recording generation.
- The recording file is not yet finalized or still being processed by the recording system.
- Rarely, a system error or missing call metadata prevents successful retrieval.
Tips for Users
-
Wait at least 10 minutes after the call ends before expecting the recording to appear.
-
Use the Retry option if the recording doesn’t show up.
-
If the issue persists beyond 24 hours, contact your administrator or open a Support Ticket with the following details:
- Call ID
- Timestamp (Date and Time)
- Caller Number / Participant ID
Need More Help?
If your call recording is still unavailable after following these steps, please contact:
Kore.ai Support Team by raising a support ticket.
Include your Call ID, timestamp, and any relevant screenshots.
Our team will investigate the issue and share updates once resolved.
Reference Documentation:
https://docs.kore.ai/xo/analytics/contact-center/interactions/#why-cant-i-see-my-call-recording