Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Restricting which calls can be monitored

  • 1.  Restricting which calls can be monitored

    GCAP Member
    Posted 15 days ago
    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

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------


  • 2.  RE: Restricting which calls can be monitored

    Top 25 Contributor
    Posted 15 days ago
    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


    ------------------------------
    Vaun McCarthy
    NTT New Zealand Limited
    ------------------------------



  • 3.  RE: Restricting which calls can be monitored

    GCAP Member
    Posted 12 days ago
    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

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------