Yvgeni - we have a single permission to authorize monitoring of users: Conversation Call Monitor. This is a division aware permission, meaning you will need a role with access to the appropriate divisions to match those of the agents you wish to monitor. There is nothing specifically controlling monitoring a specific user, phone, or queue however.
If you are in need of additional functionality, best to open an idea in the ideas lab and we can review it. I believe there have been some requests in the past to limit monitoring at the queue-level but its not anything we currently have planned.
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Chris Bohlin
Sr. Director - Product Management
Genesys Cloud
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Original Message:
Sent: 08-27-2023 09:08
From: Yvgeni Liberman
Subject: live interaction monitoring permission
Hello all,
Many RFPs (if not all) require "permission" for the agent/phone "to be monitored".
The main idea is that will be possible to enable/disable interactions monitoring the specific "resource" (agent, phone, queue, division, ....)
Does someone know if it's possible in the Genesys Cloud?
#ArchitectureandDesign
#PlatformAdministration
#QualityManagement
#SIP/VolP
#SystemAdministration
#Telephony
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Best regards,
Yvgeni Liberman
ITNAV-Pro Ltd.
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