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  • 1.  Restricting which calls can be monitored

    Posted 11-13-2020 11:28
    Is there a way to restrict which calls can be monitored? I.e. we want queue calls (only) to be subject to monitoring, but not the calls from our non-CSR users like senior management, HR, etc.
    Since there is no immediate indication that a call is being monitored (except for the record in the interaction log), this is quite critical.
    #Telephony

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    Sven Schiller
    Kognitiv
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  • 2.  RE: Restricting which calls can be monitored

    Posted 11-13-2020 18:40
    This probably ties back to this previous thread too Sven

    https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=215383b1-4642-4196-860e-e03736a57b7e&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer


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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Restricting which calls can be monitored

    Posted 11-16-2020 15:48
    Thanks Vaun. As mentioned there, it's a major privacy issue, so I disabled all monitoring until this is fixed. It's too bad really, because it is useful in the call center.
    There is an idea logged, please vote for it show your support: https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-732

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    Sven Schiller
    Kognitiv
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