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  • 1.  Agents can listen to other Call Recordings

    Posted 11-30-2023 02:47
    No replies, thread closed.

    Hello,

    In the Agent Role we set up the the permission to listen to recordings. The Condition is set to "User equals Current User". When two different Agents from different divisions are participants of the Call with the Customer (transferrred call), both can hear the complete call. Is it possible to restrict this, that the Agent only can listen to the part of the call where he or she was participant of the call? In some cases this is a security issue for us.

    Thanks for your help


    #QualityManagement
    #Security
    #SystemAdministration

    ------------------------------
    Dirk Krampe
    Sixt SE
    ------------------------------


  • 2.  RE: Agents can listen to other Call Recordings

    Posted 11-30-2023 06:32
    No replies, thread closed.

    Hello,

    Are you using the permission Recording > Recording > View or Recording > RecordingSegment > View ?

    With RecordingSegment they should only be able to listen to their own segment, while the other gives access to the whole recording if I understand the section Work with an interaction to which recording segment access control was applied correctly in https://help.mypurecloud.com/articles/work-with-an-interaction-overview/



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 3.  RE: Agents can listen to other Call Recordings

    Posted 11-30-2023 09:40
    No replies, thread closed.

    Thank You.

    This Information was very helpful, I've overseen this permission



    ------------------------------
    Dirk Krampe
    Sixt SE
    ------------------------------

    Original Message


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