Genesys Cloud - Main

For recording playback feature -  "Supervisor can choose which audio recording to synchronize with in screen recording playback". Is this division aware? If can you please share the the config to ensure that users are only able to select the audio recording of user part of their division.

Hello Adweeth, 

Yes recording playback can be division-aware and there are specific configurations settings to ensure supervisors can only access recordings within their assigned divisions. 

With division access control supervisors with roles assigned to specific divisions can only access recordings where the recording subjects division matches their assigned division and the queues division matches their assigned division. 

Some important config requirements to note:

• to properly implement division-based access control at the recording segment level
  • Do NOT grant the permission Recording > Recording > View for media type = call to agents and supervisors
  • This prevents users from accessing complete recordings and ensures they can only access appropriate segments 

If properly configured, users can only play back audio segments they have access to, can only view and add annotations to recording segments within their division access and the interaction details view will only show accessible audio segments for specific interactions. 

Hope this helps.