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  • 1.  Restrict recordings for an agent

    Posted 08-12-2021 07:25
    No replies, thread closed.
    Hi, is it possible to restrict recordings to be available only to the agent that the recording belongs to? in other words, agents must only have access to their own recordings.
    #QualityManagement

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    Sizo Ndlovu
    Consnet Pty Ltd
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  • 2.  RE: Restrict recordings for an agent

    Posted 08-12-2021 14:17
    No replies, thread closed.
    I was given these instructions at one point to do this, but couldn't get it working the way I wanted. Maybe it will work for you though.

    We can assign some permissions for Interaction View only. They can see all the interactions but they won't be able to see other user's recordings even they have access on it.
    1. Analytics > Conversation Detail > View
    2. Conversation > Communication > View
    3. Recording > Recording > View

      After creating a custom role, you need to set the condition on the permissions assigned to it like the image below.



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      Daniel Ross
      Weld North Education
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      Original Message


    • 3.  RE: Restrict recordings for an agent

      Posted 08-13-2021 03:01
      No replies, thread closed.
      Thanks a lot, Daniel. I will try it out.

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      Sizo Ndlovu
      Consnet Pty Ltd
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      Original Message


    • 4.  RE: Restrict recordings for an agent

      Posted 08-13-2021 03:04
      No replies, thread closed.
      Hi Sizo -

      I can't quite make out what Permissions are set in Daniel's screenshot, however this config works for our Customer ...



      Hope this helps,
      Mal.

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      Thanks and regards,
      Malcolm Green
      Senior Contact Centre Engineer
      Nexon Asia Pacific
      malcolm.green@nexon.com.au
      ------------------------------

      Original Message


    • 5.  RE: Restrict recordings for an agent

      Posted 08-16-2021 11:16
      No replies, thread closed.
      Hi Sizo, 
      Much quicker and more control doing this development. . 
      We have done a division like recording application for our clients that includes a clients older recordings from older systems (pureconnect for example) and Genesys Cloud recordings using Genesys Cloud APIs 15% of the development our own development 85% and Microsoft Azure, access AD security) is all controlled by clients. External users not on Genesys Cloud can also listen to recordings, no extra licences required. We are currently adding more features to this.
      Kind Regards

      ------------------------------
      Warren Beddie
      Noralogix PTY (Ltd)
      warren@noralogix.com
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      Original Message


    • 6.  RE: Restrict recordings for an agent

      Posted 08-16-2021 11:17
      No replies, thread closed.
      Hi Sizo, 
      The new features are to drill further down from Division to agent seeing only their recordings.  
      Kind Regards

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      Warren Beddie
      Noralogix PTY (Ltd)
      warren@noralogix.com
      ------------------------------

      Original Message


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