Uploading Call Recordings

Copy as Markdown

The CallCoach Dashboard includes a feature for manually uploading call recordings.

Availability

This feature is primarily intended for demos and initial onboarding before full system integration. Once CallCoach is integrated to automatically ingest call recordings from your call centre system, the manual upload functionality will likely be disabled. If the "Call Recordings" or "Upload Recordings" card on the Main Dashboard is greyed out or indicates "Feature Disabled", manual uploads are not currently active for your organisation.

Accessing the Upload Page

If enabled, click the Call Recordings or Upload Recordings card on the Main Dashboard.

Selecting Files

The upload page features a drag-and-drop interface. You can add files in two ways:

• Drag and drop — drag one or more files from your file manager and drop them onto the upload area
• Browse — click the Browse Files button to open a file picker and select files from your computer

Both methods support selecting multiple files at once. Once files are added, they appear in a list below the upload area showing each file's name and size. You can remove individual files from the list before uploading by clicking the X button next to each file, or click Clear All to start again.

Supported Formats and Size Limits

File type	Extensions	Maximum size
Audio	.mp3, .wav, .opus	200MB
Video	.mp4	500MB
Data	.csv, .json, .jsonl	50MB

Note

For .mp4 files, CallCoach will extract the audio and analyse that.

Agent Matching

Agent matching is on by default for new organisations. With it on, you assign each recording to an agent before uploading, and the resulting report is stored in the Dashboard linked to that agent (and also emailed to you). Without an assigned agent, CallCoach has no reliable way to link a report back to a person, so the report is sent by email only and does not appear in the Dashboard.

After selecting files, an agent dropdown appears beside each file in the list. Select the appropriate agent from the dropdown before clicking Upload. New self-serve organisations come with a default agent named after the user who signed up, so you can upload and assign right away — no extra setup needed.

Helpful shortcuts:

• Auto-detection — if a filename starts with an agent's ID followed by an underscore (for example, jsmith_call.mp3), the agent is selected automatically
• Apply to All — when uploading two or more files, a row appears at the top of the list letting you select one agent and apply them to all files at once
• + Add new agent… — pick this option from the bottom of any agent dropdown to open an inline form and create a new agent without leaving the upload page. Fill in the Agent ID, name, email, and team, then click Save. The new agent is added to every dropdown on the page and selected for the current file. This option is only visible to users with agent management permission.

Note

The Upload button remains disabled until every file has an agent assigned. A hint message below the button reminds you to complete all assignments.

Agent Matching is Off

Some organisations turn agent matching off — for example, when running a quick demo before any agents have been added. With matching off, a notice appears on the upload page explaining:

• CallCoach will use best-effort agent identification from the call audio
• Reports will be emailed only and will not be stored in the Dashboard
• This mode is useful for initial demos and testing

If you'd prefer reports to appear in the Dashboard, turn agent matching back on in Configuration, or contact support@icana.ai.

Warning

If agent matching is enabled but no active agents have been set up yet, uploading is blocked until agents are added. See Agent Management for instructions.

Uploading

Once you have selected your files (and assigned agents if required), click Upload. Each file uploads individually with a progress bar showing the current status. A success or error message appears for each file once complete.

Uploaded Files List

Below the upload area, the page lists all files that have been manually uploaded for your organisation. Each file has a Delete button to remove it from storage.

Common Questions

Is there a limit to the number of files I can upload at once?

There is no strict limit on how many files you can select, but each file uploads individually in sequence. For large batch uploads, the automated integration is more efficient if available.

How long does it take for an uploaded file to be processed?

Reports are typically ready within 24 hours of upload. When agent matching is enabled, the report appears in the Dashboard and is also sent to your email. When agent matching is off, the report is sent to your email only.

I uploaded a file, but I don't see its analysis immediately. Why?

The upload page confirms receipt of the file. AI analysis happens in the background. Once analysed, results are incorporated into reports and analytics according to the usual schedule (for example, daily reports and weekly metric updates).

The manual upload option is disabled for me. How can I get my calls into CallCoach?

This is normal once CallCoach is fully integrated with your call centre's systems. Calls should be flowing in automatically. If you believe calls are not being ingested, contact your CallCoach administrator or Icana.AI support.

Can I upload files without assigning an agent?

This depends on your organisation's configuration. If agent matching is enabled, assigning an agent to each file is required before uploading. If it is turned off, files can be uploaded without an agent assignment and CallCoach will attempt to identify the agent from the audio.