We have our agents restricted from listening to recordings and so the below permissions have not been assigned to them.
Recording > Recording > View
Recording > RecordingSegment > View
This works as expected for inbound calls to queues that the agents handle. Agents can get into the Interaction details of a call but can't listen to the recordings (getting the "you are not authorized for this interaction recording").
However, if an agent gets a queued call and then does a transfer where it hits a "Transfer to Voicemail" node in the flow that points to another queue that the current agent doesn't below to, the agent can still go into the interaction and listen to the voicemail left.
We want them to still be able to go into the Interaction Details to look at the Details and Timeline tabs but not listen to any recording.
Wondering if others notice this or are experiencing the same.
#Unsure/Other
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Jonathan Santos
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