Meet the New CyRecord Interface

October 6, 2026

CyRecord brings together each call’s recording, transcript, sentiment, and AI summary in one view.

Every call your team takes holds useful information: what the customer needed, how they felt, and whether your agent followed the process. CyRecord pulls all of that out for you automatically, so supervisors can spend less time searching through recordings and more time helping their teams improve.

One screen for every interaction

Open any call and you’ll see the agent, queue and caller details, plus contact information from your CRM if you’ve integrated one. The recording sits alongside a full transcript with the caller and agent clearly separated. Positive and negative moments are highlighted in green and red. Click any word in the transcript and the recording jumps straight to that point, so you can hear exactly where a conversation changed direction.

If the call started with an AI receptionist, the AI history appears here too. CyCX contact centre users can also follow the call’s full journey through queues, agents and hold events.

Summaries built your way

AI call summaries follow a template you control. Call Summary Studio lets you choose the sections you need, such as questions asked, actions and follow-ups, sentiment and mood. You can then apply each template to specific queues, agents, extensions or business units.

Sentiment you can act on

Sentiment profiles split each call into a beginning, middle and end. You can quickly find calls that ended badly and need a closer look. You can also find calls that turned around, which make great examples for team training.

AI scores each call against your QA criteria and raises a coaching flag when it falls below your threshold.

QA scoring and coaching in one place

You set the QA criteria as weighted questions, grouped into areas like greeting, validation, compliance and wrap-up. Supervisors can score calls manually, or the AI QA scoring add-on can check every transcript against your criteria once the call ends. If a score falls below your threshold, CyRecord raises a coaching flag. Supervisors can then add notes and send feedback straight to the agent.

Agents can acknowledge the feedback or dispute it. Disputes come back to the supervisor for review, and scores can be adjusted where needed, so the whole conversation stays fair, transparent and on record.

Find any call in seconds

Ask AI lets supervisors search interactions in plain language. For example, you could ask for every call this month where a customer said “angry”, then filter the results by agent or sentiment.

CyCX users can also send post-call satisfaction surveys by email or SMS and see the results in each interaction report.

Get in touch to see CyRecord in action.