Workforce Engagement Management

Hi all,

In the week of April 20th, we are excited to be providing the ability to add permission conditions to control access of screen recordings. This improvement will allow you to consistently apply the same access control to both interactions recordings and to screen recordings in your organization.

To use the new feature, you can go to User Management --> Roles and Permissions, click on the Role you want to manage, then search for "screen recording" in the permissions to add permission conditions to any of Recording > Screen Recording > View / Edit Retention / Restore permissions:

This is the same set of permission conditions as available in Recording > Recording > View today.  (To those with keen set of eyes, the additional condition of Work Team will also become available to screen recording permissions as part of this upcoming Idea.)

This release deserves special attention, because we are also making 2 changes on how screen recording access control behaves.

First, we are changing a known behaviour:

• Before this release, agents can always view their own screen recordings, regardless whether Recording > Screen Recording > View is granted or not.  This has been a concern for organizations that do not want their agents to view their own recordings.

Second, we are tweaking on how division awareness works in Recording > Screen Recording > View.

• Before this release, supervisors who are granted a Role (with screen recording view permission) bounded to a Division can access any screen recordings in an interaction when any object of that Division participated in it

To better illustrate, if an ACD call flows into queue Alpha in Division A and accepted by agent Amy of Division A, and then Amy transferred it to queue Beta in Division B and accepted by agent Bob in Division B,

We believe that both of these changes reflect what administrators would want the system to behave moving forward, as they configure screen recording access control in the organization.

Now, to prepare for the release of this feature - note that this release will not modify or "backfill" any of the screen recording permissions currently granted to any of the users in your organization.  Instead, the default "User" Role will have the Recording > Screen Recording > View / Restore permissions included with the following permission conditions attached: 

• User = Current User

• Evaluation Agent = Current User

• Evaluation State = Finished / In Review / Retracted

• Evaluation is released = True

Your agents granted with this Role do not automatically get updated until you apply Restore Default Role on it (unless, you have automatic role backfill enabled).  If your organization is capturing screen recordings of agents, upon release of this feature we recommend you to either

• disallow agents to access screen recordings: by continuing to not grant the above permissions to them, or
• allow agents to playback their own screen recordings: by uptaking the above permissions with the permission conditions to their qualified roles.

We understand this is quite a bit of information to digest.  Please leave us a question in the comments if you have any, and we'll be happy to respond.