When we use the overflow handling conditions on Queues to enable the Callback feature - the call gets split into two separate recordings.

1 for the initial call in

1 for the call back which is made

On the Conversation record, the playback feature only allows us to listen to one part of the call. There is no option to listen to the other recording.

We would like the ability to be able to switch between the recordings that are related to the Conversation so that we can listen back to the full Conversation.

If the option to switch between recordings is not available, a change could be made to include both parts of the call in the playback or to have just one recording for both parts of the conversation.