Genesys Cloud - Main

Just learned that Genesys can encrypt voice recording for export (yeah!). But, cannot figure out how to get it accessible. 
Let's say I have three divisions. In each division we have an admin, 5 SVs and 10 people under each SV. 

How can I make it so that:

• an admin in each division can play any recording from that division only
• SV can only play the recordings of the agents under them

Would we need to create keys for each SV and then track all those keys and then have admin select which key to use to decrypt the recording or is there a better option?

2. Is there a way to have Genesys Voice Recording Player embedded into a third-party application and if so how would it track what encryption key to use when?

Thank you!

Hi Amit,

From my understanding, you don't need separate encryption keys for each supervisor or division. The encryption keys protect recordings at the organization level, while access is controlled through roles, permissions, and divisions.

For your first question, division administrators can be granted access to recordings within their assigned division. However, I don't believe Genesys Cloud natively restricts recording playback based on a supervisor's direct reports. If each supervisor has a dedicated queue, queue-based permission conditions may help scope access. Otherwise, access is typically managed at the division level rather than by manager/subordinate relationships.

For your second question, if you embed recording playback into a third-party application, the application doesn't need to manage or select encryption keys. Genesys Cloud handles decryption transparently based on the authenticated user's permissions and the organization's encryption key configuration.

Hope this helps.