Genesys Cloud - Main

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.

Hi, 

I am a bit unclear:

so how would I control access to the recording based on admin and SV levels where SV of one group would not be able to play the recordings for the agents of an another SV?

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.

Hi Amit,

That's the part I was trying to clarify as well.

From my understanding, I don't believe Genesys Cloud has a native way to restrict recording playback based on a supervisor's direct-report relationship. In other words, it doesn't automatically know that SV1 should only be able to access recordings for Agents 1–10, while SV2 can only access Agents 11–20.

The native access controls are based on divisions and permission conditions such as queues. So, if each supervisor's team has a dedicated queue, you may be able to scope recording access by queue. Otherwise, if all supervisors share the same division and queue, I don't believe there's a native way to separate recording access by supervisor.

If your requirement is strictly "each supervisor can only access recordings for their own team," I'd be interested to know whether anyone has implemented this natively or whether it requires a custom approach.

Hopefully someone from Genesys or from community can confirm.

Hi, 

I am a bit unclear:

so how would I control access to the recording based on admin and SV levels where SV of one group would not be able to play the recordings for the agents of an another SV?

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.