Understanding Call Recordings in the Dashboard

Purpose of This Article

Call recordings are one of the most valuable tools available for quality review, complaint handling, and clinical safety monitoring. This article helps practice managers and clinical staff understand how to access and use them effectively.

Main Content

How Call Recordings Work

Every call handled by EMMA is recorded. Recordings are stored securely in a centralised Microsoft Azure environment and are accessible from the QuantumLoopAI dashboard.

There is one recording per call. Recordings end cleanly at the point the caller disconnects — the recording captures only the active conversation, not any trailing silence after the call ends.

Where a call is transferred to reception, the call continues to be recorded to capture the patient-practice conversation. This ensures a complete record is available regardless of how the call was handled.

What Is Recorded

For calls handled by EMMA:

• The full conversation between the patient and EMMA
• Any parts of the call where EMMA transfers to reception

For calls transferred to reception:

• The conversation between the patient and the reception team after transfer is also recorded

All recordings are stored in a secure centralised environment. There are no duplicate recordings — each call has a single, authoritative recording.

Transcripts

Every call recording has an associated transcript. Transcripts are generated automatically and display the full conversation in text form.

Key facts about transcripts:

• Transcripts are available in the dashboard alongside recordings
• For calls conducted in a language other than English, the transcript includes both the original language and an English translation (available to Admin users)
• Transcripts are permanently retained and are never deleted, regardless of your recording retention period
• Transcripts are available within seconds of a call ending or transferring — useful for reception staff who need to understand what was discussed before taking a transferred call

How Long Recordings Are Kept

Call recordings are retained for the period agreed at the time of your contract. This can range from 30 days to several years depending on the plan selected.

If your surgery needs recordings retained for 12 months or longer to comply with NHS complaints procedures, this should be confirmed with QuantumLoopAI at the time of contract so the appropriate retention period can be selected.

Transcripts are permanently retained regardless of the recording retention period. Even after a recording has been deleted, the transcript remains accessible.

If you need to change your recording retention period, contact your account manager or email support@quantumloopai.com.

Who Can Access Recordings

Call recordings and transcripts are accessible to dashboard users. Access is determined by your practice's decisions about who has dashboard access.

As a guide:

• Reception staff may find it useful to have access so they can review transcripts when a call is transferred mid-conversation
• Admin staff can use recordings and transcripts for operational review and quality assurance
• Clinicians can be given access if they wish to review recordings or transcripts for clinical purposes

Dashboard access levels are entirely your practice's decision. See: How to Add or Remove Dashboard Users (article 4.3) and Understanding User Roles and Permissions (article 4.4).

Common Uses for Call Recordings

Reviewing transferred calls When a call is transferred from EMMA to reception, the transcript becomes available in the dashboard within seconds. Reception staff with dashboard access can quickly review what was already discussed before speaking to the patient.

Investigating a missing submission If a patient reports that their request was not received, the call recording can confirm whether EMMA captured the request and whether a submission was made.

Quality review Practice managers can use recordings to review how calls were handled, monitor patient experience, and identify any calls that may need attention.

Complaint handling Recordings provide a complete record of what was said during a call, supporting investigation of patient complaints.

Clinical safety review If a concern arises about how a specific call was handled — for example, how an emergency was managed — the recording provides the full context for review.

Step-by-Step Instructions

To access a call recording:

1. Log in to the QuantumLoopAI dashboard at https://quantumloopai.com/ql-dashboard
2. Navigate to the call or enquiry you want to review. You can search by patient name, NHS number, date of birth, or postcode.
3. Open the call or enquiry record.
4. Locate the recording player and click play to listen to the recording.
5. To read the transcript, select the transcript tab or view within the same record.

To find a specific call by date and time:

1. Use the date range filter in the dashboard to narrow down to the relevant day.
2. Browse the call list or use the patient search to locate the specific call.

Troubleshooting

A recording is not available for a call I expect to find. Confirm the call was handled by EMMA rather than being answered directly by your telephony system. Also check whether the call falls within your recording retention period — recordings outside the retention window will have been deleted. Transcripts remain available even after recordings are deleted.

The recording playback is not working. Try a different browser. Call recording playback works across all major browsers. For best results, use Chrome or Firefox. If the issue continues, contact support@quantumloopai.com.

A recording appears to cut off before the call ended. Recordings end when the caller disconnects. If the recording appears shorter than expected, check the transcript to confirm the full conversation was captured. Contact support@quantumloopai.com if you believe there is an issue with a specific recording.

We need to keep recordings for longer than our current retention period. Contact your account manager or support@quantumloopai.com to discuss extending your retention period. Note that transcripts are permanently retained regardless of recording retention.

A transcript is not available for a call. Transcripts are generated automatically for all calls. If a transcript is missing, contact support@quantumloopai.com with the date and time of the call.

FAQs

Are call recordings available immediately after a call ends? Recordings are available in the dashboard shortly after the call ends. Transcripts are available within seconds of a call ending or transferring.

How long are transcripts kept? Transcripts are permanently retained and are never deleted, regardless of your recording retention period.

Can patients request access to their call recording? Patient access to call recordings is subject to your practice's data subject access request process. If a patient makes a subject access request, the recording can be retrieved from the dashboard for the duration of your retention period.

Are recordings of calls transferred to reception also available? Yes. When a call is transferred from EMMA to reception, the recording continues to capture the patient-practice conversation after the transfer.

Can we translate a transcript from a non-English call? Yes. Transcripts of calls conducted in other languages include an English translation for Admin users. 

Are recordings stored securely? Yes. All call recordings are stored centrally in a secure Microsoft Azure environment. They are encrypted and governed under QuantumLoopAI's DTAC, DPIA, and DSPT certifications.