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Permission to control visibility of internal monitoring participant

  • 1.  Permission to control visibility of internal monitoring participant

    Posted 12-05-2018 02:47
    Is there any agent permissions in PureCloud to control visibility of the interaction logs about calls that have been monitored? While monitoring a call itself isn't visible to the call participants, agents that can view the interaction can see logs on who has monitored the call. 

    I can find the following documentation which doesn't mention this: https://help.mypurecloud.com/articles/monitor-in-progress-interactions/

    One use case would be when a manager wants to monitor several calls for a specific agent, but not highlight that fact to the agent or other agents. There is already permissions to control who can see the interactions audit trail, but I'd say that in some situation like this use case, I would rather have the monitoring indicator being treated as something which requires audit permissions to see.


    #QualityManagement

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    Joel Hellman
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