Genesys Cloud - Main

Due to privacy concerns we would need to block agents being able to listen to won recordings as with this allowed, they are able to download the ACD voicemail. We would like the block access to recording while agents still have access to "my interactions".

Is this possible?

During my testing i thought i had it by removing the "Recording > Recording > View/access" permission, for short periode it looked like it was working, however later on the agent had access to recording still

It straight forward blocking my interaction bu

#QualityManagement

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Jasper Donovan
na
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Hello Jasper,

You may want to look into this Resource Center article as there are some other permissions that you can edit to limit an agent's access.

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Jason Kleitz
Online Community Manager/Moderator
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Thanks for the link. I have already seen this, but so far all i am able to do remove access to "My interactions". We would like to allow the agent to see their interactions, but just be block from listing to recording as this will allow them to download ACD voicemails attached to these recordings.

If the agent has one these they have access to the interactions and the recordings even if they have no recording permissions

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Jasper Donovan
na
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Original Message:
Sent: 01-28-2025 16:41
From: Jason Kleitz
Subject: Allow agents access to "my interactions" but block them from access to recordings

Hello Jasper,

You may want to look into this Resource Center article as there are some other permissions that you can edit to limit an agent's access.

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Jason Kleitz
Online Community Manager/Moderator
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