Genesys Cloud - Main

Is there a way to restrict which calls can be monitored? I.e. we want queue calls (only) to be subject to monitoring, but not the calls from our non-CSR users like senior management, HR, etc.
Since there is no immediate indication that a call is being monitored (except for the record in the interaction log), this is quite critical.
#Telephony

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Sven Schiller
Kognitiv
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This probably ties back to this previous thread too Sven

https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=215383b1-4642-4196-860e-e03736a57b7e&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer


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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 11-13-2020 11:28
From: Sven Schiller
Subject: Restricting which calls can be monitored

Is there a way to restrict which calls can be monitored? I.e. we want queue calls (only) to be subject to monitoring, but not the calls from our non-CSR users like senior management, HR, etc.
Since there is no immediate indication that a call is being monitored (except for the record in the interaction log), this is quite critical.
#Telephony

------------------------------
Sven Schiller
Kognitiv
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Thanks Vaun. As mentioned there, it's a major privacy issue, so I disabled all monitoring until this is fixed. It's too bad really, because it is useful in the call center.
There is an idea logged, please vote for it show your support: https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-732

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Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 11-13-2020 18:40
From: Vaun McCarthy
Subject: Restricting which calls can be monitored

This probably ties back to this previous thread too Sven

https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=215383b1-4642-4196-860e-e03736a57b7e&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer


------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 11-13-2020 11:28
From: Sven Schiller
Subject: Restricting which calls can be monitored

Is there a way to restrict which calls can be monitored? I.e. we want queue calls (only) to be subject to monitoring, but not the calls from our non-CSR users like senior management, HR, etc.
Since there is no immediate indication that a call is being monitored (except for the record in the interaction log), this is quite critical.
#Telephony

------------------------------
Sven Schiller
Kognitiv
------------------------------