Genesys Cloud - Main

Hi Team,

I was wondering if it is possible to restrict agent access to their own call recordings .i.e. when a evaluation is release to an agent they should be able to view only the scores and not the interaction recording (voice/screen) is it possible to achieve this with some permissions. We tries with different permissions but agents are still able to see the screen recording. Can you please help with the issue and let me know if there are any permission combination which can enable the above functionality.

#QualityManagement

------------------------------
Desikan Muralidharan
Accenture Solutions Private Limited
------------------------------

For calls (or digital interactions, for that matter), you are probably familiar with the default "user" role has permission conditions on recording > recording > view and recording > recordingsegment > view that allow the agent to access the recordings when an evaluation is performed on the agent and is released.  If you don't want agents to access recordings even for those cases, you can remove the permissions altogether.

For screen recordings, there is a known gap on managing agent's access for their own screen recordings, tracked by this Idea (which is subsequently merged to this Idea).  We are planning to taking it on next year's roadmap item; so please vote for the Idea.

------------------------------
Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
------------------------------