Clayton,
So this is too late for existing recordings, but moving forward I highly recommend not recording this information in the first place (Secure Pause) or even collecting it without the Agent's participation (Secure Flow). This can address a lot of concerns surrounding Agents "skimming" information, or recordings accidentally falling into the "wrong hands" so to speak.
This kind of thing as often about risk reduction and by taking the collection of CC / PCI data away from the agent / recording, you substantially reduce your exposure to this risk.
HTH
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 05-10-2024 08:02
From: Clayton Curtis
Subject: Restrict agent from seeing / hearing any call recording/screen recording
Thanks for the info...This is good and helps understand but is there any way to restrict agent from viewing even if they have the link. Basically we never want an agent to see / hear a recording. PCI / CC info are in the call recordings and we want them restricted from ever viewing old recordings.
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Clayton Curtis
Enova Online Services, Inc.
Original Message:
Sent: 05-09-2024 22:55
From: Breno Canyggia Ferreira Marreco
Subject: Restrict agent from seeing / hearing any call recording/screen recording
Hi Clayton,
Yes, but have details:
https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/
Genesys recommends that you grant the agent access to the My Interactions view. To do this grant the agent the permissions listed in the prerequisites section of the My Interactions view article. If these permissions are not granted to the agent, the agent will require the Interaction Details view URL to access the recordings. This URL is typically provided when a Quality Evaluation is evaluated and released for the specific interaction. Alternatively, the URL can be obtained through external means (for example, retrieved from a CRM system or case-tracking system).
Att,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 05-09-2024 17:43
From: Clayton Curtis
Subject: Restrict agent from seeing / hearing any call recording/screen recording
We are trying to restrict our agent from being able to hear/view recordings...event their own. We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?
#QualityManagement
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Clayton Curtis
Enova Online Services, Inc.
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