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  • 1.  split visibility into parts of a call recording

    Posted 11-02-2024 19:05
    No replies, thread closed.

    Hello

    We would like part of the call recording to be able to be heard by neither the agents nor the supervisors, but by another specific group that is the one that manages that part of the recording.

    The first part of the call could be seen by the supervisors, but at a given moment when things that are sensitive data are being discussed in the call, that part of the recording will not be available to the first supervisors, but will only have to be available to a different group of people that is in charge of that second part of the recording.

    How could this be done?

    Thank you very much

    Regards


    #Telephony

    ------------------------------
    Ana Martin
    Consultant
    ------------------------------


  • 2.  RE: split visibility into parts of a call recording
    Best Answer

    Posted 11-03-2024 12:32
    No replies, thread closed.

    The best and easiest way is to use divisions.  Here is an example:  Access control transactional objects - Genesys Cloud Resource Center

    You would need to put your queue into different divisions, but it might also work for users in divisions.   

    As for the sensitive data, that is a permission, but is not part of divisional control as far as I have tried.  You can see if that is the case.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: split visibility into parts of a call recording

    Posted 11-10-2024 13:14
    No replies, thread closed.

    thank you very much

    regards



    ------------------------------
    Ana Martin
    Consultant
    ------------------------------

    Original Message


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