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Audit capability of interactions - want the ability to differentiate playback/downloading calls from viewing details screen

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  • 1.  Audit capability of interactions - want the ability to differentiate playback/downloading calls from viewing details screen

    Posted 06-14-2023 18:13
    No replies, thread closed.

    Currently the audit trail available via the call interactions detail screen doesn't differentiate between someone who views the screen from someone who plays (or downloads) the recording - they are all marked with the same action of 'read'. 

    If this is an area you'd like to see improved, please review the idea WEM-I-640 on Genesys Cloud Ideas, add your comments and vote for it.

    Thanks!


    #PlatformAdministration
    #Reporting/Analytics
    #SystemAdministration

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    Sarah Newell
    Lifeline Aotearoa
    ------------------------------


  • 2.  RE: Audit capability of interactions - want the ability to differentiate playback/downloading calls from viewing details screen

    Posted 06-14-2023 19:48
    No replies, thread closed.

    Hey Sarah, 

    I think this is a good idea - in the meantime, if you want to at least limit the people who are able to download a recording, you can take away the permissions 

    • Recording  Recording  Download
    • Recording  Screen Recording  Download



    ------------------------------
    Lawrence Drayton
    Prvidr Pty Ltd
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    Original Message


  • 3.  RE: Audit capability of interactions - want the ability to differentiate playback/downloading calls from viewing details screen

    Posted 06-14-2023 21:01
    No replies, thread closed.

    Thanks Lawrence

    We already have limitations in place around who can playback/listen to or download recordings. We would just like to be able to audit the activity at a more granular level than is currently allowed for.



    ------------------------------
    Sarah Newell
    Lifeline Aotearoa
    ------------------------------

    Original Message


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