Listening to calls enables you to learn, improve, coach, and prep for your next meetings. You can listen to calls while they are taking place, or after they've been recorded.
Click on any call to open the call page. At the top of the page, you'll see the following:
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Call title and date: Hover the title to edit it.
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Account activity: If the call is associated with an account, you'll see the account name here. Click it to display account activity including recent calls and emails, account contacts, and more. Read more about account activity here.
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Add to Listen later: Click to make the call accessible via the Listen later list on the homepage and the Gong mobile app.
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Add to Library: Click to save the call in a folder.
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Share call: Click to share the call with customers or people at your company.
Under the call screen is a bar with actions you can take while listening to the call recording:
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Choose to listen to specific speakers
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Select parts of the call to share, save or trim
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Speed up the call as you listen
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Jump 15 seconds, backwards or forwards
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Play the call, or pause it while it's playing
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Move to the next speaker
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Adjust the volume
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View the video
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View the transcript (not always available)
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View the Zoom chat (not always available)
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Expand the call screen
Below this bar is a purple pointer . Use this to move to any place you want in the call.
Below the pointer, see who spoke during the call and when. Hover their name on the left side of the screen and turn the toggle off if you don't want to hear their part of the conversation.
Below this, see when the screen was shared, and which topics were covered.
Once you've listened to a call, it's marked along the top. Hover the icon and see when you listened, and for how long.
If you want to listen to hear specific speakers on a call, click in the action bar, and select the person or people you want to listen to.
When the recording plays, it will skip segments when people who aren't selected are speaking.
You can also select which speakers to listen (or not) listen to by hovering the speaker names to reveal a toggle. Turn on the toggle to hear only that speaker. Turn it off so you don't hear that speaker.
You can join a live call as a participant, or just listen in.
Join a live call
From the homepage, click on a call that's marked ON AIR and then click Join.
From the Activity page: click the call and then click JOIN.
Listen in to a live call
From the homepage, click on a call that's marked ON AIR and then click just listen in.
From the Activity page: click the call and then click LISTEN IN.
The call opens in a new tab. You can listen to it, but not join. You won't be registered as a participant during the call or in the call data presented afterward. Up to 2 people can listen in at once.
Note
Listening in is not available for org using native Zoom recording.
Saving a call to Listen later makes it easy to find when you have the time to listen. This is ideal for managing calls that you want to listen to, but don't immediately have time for.
To add a call to the Listen later list, click the Add to Listen later
Access Listen later from the homepage and from the Gong mobile app.
Note
You can download call recordings, either as a video or audio file.
Having trouble playing back a call? Is the playback slow, or maybe you can't skip forward or move backwards. If so, check the following and if necessary, contact your IT department:
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Check your certificate provider: In your browser, navigate to the certificate for Gong. Check the certificate is a valid Amazon certificate. A valid certificate looks like this:
If your certificate does not say Amazon or includes another provider, the call playback may not work properly. This is an example of an invalid certificate:
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Play the call back in an incognito or private window.
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Clear the browsing history.
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Connect to a different network, for example through a hotspot, or turn of the VPN.
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Play the call using a duplicate tab.
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Play the call using an external share link.
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Check whether other people in your organization are experiencing the same problem.
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Check to see if any web security applications are installed on your computer. If so, ensure that *.gong.io is excluded.
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