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  • 1.  Agent Access to Interaction if Not Answered or Handled

    Posted 09-28-2021 21:38
    No replies, thread closed.
    Hi All -

    A customer has reported that their Agents can access Voice Interactions that 'bounced' ... that is, the Interaction was targeted to the Agent, but the Agent did not 'Answer' or 'Handle' it. However they can still access the recording (Listen and/or Download).

    There don't appear to be any Conditions that can be set on the Permissions to restrict the User in any way.

    Has any one had this reported as a Customer concern?

    Any thoughts on how to prevent it? That is, an Agent can *only* access a recording if they actually took part in the interaction (Answer, Handle, Transfer, etc.)

    Cheers,
    Mal.
    #Ask Me Anything (AMA)
    #Unsure/Other

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Sdr
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
    ------------------------------


  • 2.  RE: Agent Access to Interaction if Not Answered or Handled

    Posted 09-29-2021 00:19
    No replies, thread closed.
    That's interesting Mal, I'm guessing because they're a participant they can access the recording even though they didn't "handle" the call directly like you say.  Be curious to know what others or Genesys Care say if you raise a case.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 3.  RE: Agent Access to Interaction if Not Answered or Handled

    Posted 09-30-2021 08:25
    No replies, thread closed.
    I agree with Vaun.


  • 4.  RE: Agent Access to Interaction if Not Answered or Handled

    Posted 10-01-2021 10:01
    No replies, thread closed.
    Vaun's interpretation is correct.  The agent is considered a participant in the Interaction.  This way, a search in Interactions on this agent with "ANSWERED" = No, can provide the list of Interactions where this agent has potentially not answered.
    I can't think of a way to grant access only when the agent took part in the Interaction -- right now, the permission Recording > Recording > View does not have a condition such as "answered" that you can apply towards.
    In the near future, when recording segment access control can be applied (see Idea CLWFO-I-230), that can reduce the agent to listening/downloading only the recording segment where the call was ringing and not picked up, because that is the only segment where the agent is considered to be a participant of.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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    Original Message


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