Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Restricting Access to Call Recordings for Quality Management Between Divisions in Genesys Cloud

    Posted 09-03-2025 08:34
    No replies, thread closed.

    Hi everyone,

    In our Genesys Cloud environment, we have two divisions, let's call them Division A and Division B. Each division has its own quality management team, and they should only have access to the call recordings of their own division.

    The goal is as follows:

    • If a call is transferred from Division A to Division B, the quality management team from Division A should only be able to listen to the audio of the agent from Division A – not the audio of the agent from Division B.
    • Similarly, the quality management team from Division B should only have access to the recordings (audio) of agents from Division B.

    How can we configure the permissions so that the quality management team of each division only hears recordings related to their own division, even in cases where calls are transferred between the two divisions?

    Thank you for your help! 😊


    #PlatformAdministration
    #Reporting/Analytics
    #Telephony

    ------------------------------
    Florian Volkmer
    Business Project Manager
    ------------------------------


  • 2.  RE: Restricting Access to Call Recordings for Quality Management Between Divisions in Genesys Cloud

    Posted 09-03-2025 08:43
    No replies, thread closed.

    A supplement: There are more than 10 queues in the divisions



    ------------------------------
    Florian Volkmer
    Business Project Manager
    ------------------------------



  • 3.  RE: Restricting Access to Call Recordings for Quality Management Between Divisions in Genesys Cloud
    Best Answer

    Posted 09-03-2025 17:29
    No replies, thread closed.

    Hello Florian,

    That's a great question. I would recommend taking a look at this article from the Resource Center that talks about access control for different objects. It goes over how you can manage access of individual users and the segments of the interactions that they are involved with.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 4.  RE: Restricting Access to Call Recordings for Quality Management Between Divisions in Genesys Cloud

    Posted 09-03-2025 17:48
    No replies, thread closed.

    Documentation is good, but not great in this area.  The things to remember:

    1. Objects go into divisions for reporting and segmentation.  
    2. Recordings will segment when a division is crossed
    3. Divisions don't control access
    4. Access is controlled by roles are assigned to agents by division

    So, look at it this way.  An apartment building has a mailbox for each apartment and each tenant has a key tow their own mailbox.  That is like a role assigned to a user for their one division.  Now maybe it is a business and a company might have several boxes, so they either have a key for each box or maybe they have a master key that opens several boxes.  This is done by defining the role for several divisions to the user.  Now, the mailman has to put mail in all the boxes, so he has a key that opens the entire front of the mailbox.  That is equivalent of assigning All Divisions for a role to a user.  

    What you have to realize that that role will give the user the permissions of that role within the division you assign to them.  You can't do this in mass, only individually.  



Related Content