Genesys Cloud - Main

I have a department that has access to 8 divisions in our organization. They require access to interactions within their own department as well since they investigate customer complaints. We have a recording policy for their queue, but only a select group of agents are considered a "Phone Team" who accept queue interactions. We have a DID recording policy for the entire department, including the supervisors and Director since they require records of their conversations. 

That said, all members of this department have the supervisor role for research purposes but a challenge just arose where agents are listening to one-on-one coaching sessions between supervisors and other associates. We need a way to record all DID calls but not allow the agents access to listen to the supervisor or Director phone calls. I considered making a Division just for the supervisors and Director (4 people total) so we can keep the recordings and just not assign that division to the agents, but I am not sure this is the best way to accomplish it.

Any thoughts/feedback welcome!

#SystemAdministration
#Telephony
#Unsure/Other

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Nicki Dehn
AAA Club Alliance
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Hello,

Can you please refer for https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/ and let us know if it helps

Thanks!

I have a department that has access to 8 divisions in our organization. They require access to interactions within their own department as well since they investigate customer complaints. We have a recording policy for their queue, but only a select group of agents are considered a "Phone Team" who accept queue interactions. We have a DID recording policy for the entire department, including the supervisors and Director since they require records of their conversations. 

That said, all members of this department have the supervisor role for research purposes but a challenge just arose where agents are listening to one-on-one coaching sessions between supervisors and other associates. We need a way to record all DID calls but not allow the agents access to listen to the supervisor or Director phone calls. I considered making a Division just for the supervisors and Director (4 people total) so we can keep the recordings and just not assign that division to the agents, but I am not sure this is the best way to accomplish it.

Any thoughts/feedback welcome!

#SystemAdministration
#Telephony
#Unsure/Other

------------------------------
Nicki Dehn
AAA Club Alliance
------------------------------

I have a department that has access to 8 divisions in our organization. They require access to interactions within their own department as well since they investigate customer complaints. We have a recording policy for their queue, but only a select group of agents are considered a "Phone Team" who accept queue interactions. We have a DID recording policy for the entire department, including the supervisors and Director since they require records of their conversations. 

That said, all members of this department have the supervisor role for research purposes but a challenge just arose where agents are listening to one-on-one coaching sessions between supervisors and other associates. We need a way to record all DID calls but not allow the agents access to listen to the supervisor or Director phone calls. I considered making a Division just for the supervisors and Director (4 people total) so we can keep the recordings and just not assign that division to the agents, but I am not sure this is the best way to accomplish it.

Any thoughts/feedback welcome!

#SystemAdministration
#Telephony
#Unsure/Other

------------------------------
Nicki Dehn
AAA Club Alliance
------------------------------