We are trying to restrict our agent from being able to hear/view recordings...event their own.  We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?

Hi Clayton, 

Yes, but have details:

https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/

Genesys recommends that you grant the agent access to the My Interactions view. To do this grant the agent the permissions listed in the prerequisites section of the My Interactions view article. If these permissions are not granted to the agent, the agent will require the Interaction Details view URL to access the recordings. This URL is typically provided when a Quality Evaluation is evaluated and released for the specific interaction. Alternatively, the URL can be obtained through external means (for example, retrieved from a CRM system or case-tracking system).

Att,

We are trying to restrict our agent from being able to hear/view recordings...event their own.  We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?

Thanks for the info...This is good and helps understand but is there any way to restrict agent from viewing even if they have the link.  Basically we never want an agent to see / hear a recording.  PCI / CC info are in the call recordings and we want them restricted from ever viewing old recordings.

Hi Clayton, 

Yes, but have details:

https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/

Genesys recommends that you grant the agent access to the My Interactions view. To do this grant the agent the permissions listed in the prerequisites section of the My Interactions view article. If these permissions are not granted to the agent, the agent will require the Interaction Details view URL to access the recordings. This URL is typically provided when a Quality Evaluation is evaluated and released for the specific interaction. Alternatively, the URL can be obtained through external means (for example, retrieved from a CRM system or case-tracking system).

Att,

We are trying to restrict our agent from being able to hear/view recordings...event their own.  We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?

Thanks for the info...This is good and helps understand but is there any way to restrict agent from viewing even if they have the link.  Basically we never want an agent to see / hear a recording.  PCI / CC info are in the call recordings and we want them restricted from ever viewing old recordings.

Hi Clayton, 

Yes, but have details:

https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/

Genesys recommends that you grant the agent access to the My Interactions view. To do this grant the agent the permissions listed in the prerequisites section of the My Interactions view article. If these permissions are not granted to the agent, the agent will require the Interaction Details view URL to access the recordings. This URL is typically provided when a Quality Evaluation is evaluated and released for the specific interaction. Alternatively, the URL can be obtained through external means (for example, retrieved from a CRM system or case-tracking system).

Att,

We are trying to restrict our agent from being able to hear/view recordings...event their own.  We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?

You can also enable PCI redaction, its not fool proof but works most of the time, this removes the card number from the recording and the transcript if you have it enabled.  You can restrict this so that an admin can see or hear it

Thanks for the info...This is good and helps understand but is there any way to restrict agent from viewing even if they have the link.  Basically we never want an agent to see / hear a recording.  PCI / CC info are in the call recordings and we want them restricted from ever viewing old recordings.

Hi Clayton, 

Yes, but have details:

https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/

Genesys recommends that you grant the agent access to the My Interactions view. To do this grant the agent the permissions listed in the prerequisites section of the My Interactions view article. If these permissions are not granted to the agent, the agent will require the Interaction Details view URL to access the recordings. This URL is typically provided when a Quality Evaluation is evaluated and released for the specific interaction. Alternatively, the URL can be obtained through external means (for example, retrieved from a CRM system or case-tracking system).

Att,

We are trying to restrict our agent from being able to hear/view recordings...event their own.  We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?

yeah, the problem is, they can still see the screen recording which has cc info.  We are working on long term solution, but short term was restricting access to view any recording (even if a link sent to them)

You can also enable PCI redaction, its not fool proof but works most of the time, this removes the card number from the recording and the transcript if you have it enabled.  You can restrict this so that an admin can see or hear it

Thanks for the info...This is good and helps understand but is there any way to restrict agent from viewing even if they have the link.  Basically we never want an agent to see / hear a recording.  PCI / CC info are in the call recordings and we want them restricted from ever viewing old recordings.

Hi Clayton, 

Yes, but have details:

https://help.mypurecloud.com/articles/grant-agents-access-to-their-own-interactions-and-recordings/

Genesys recommends that you grant the agent access to the My Interactions view. To do this grant the agent the permissions listed in the prerequisites section of the My Interactions view article. If these permissions are not granted to the agent, the agent will require the Interaction Details view URL to access the recordings. This URL is typically provided when a Quality Evaluation is evaluated and released for the specific interaction. Alternatively, the URL can be obtained through external means (for example, retrieved from a CRM system or case-tracking system).

Att,

We are trying to restrict our agent from being able to hear/view recordings...event their own.  We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?

We are trying to restrict our agent from being able to hear/view recordings...event their own.  We have found that if a link is shared with an agent there is no setting to keep them from viewing....is this true?