How do I configure permissions for accessing call recordings and related content?To configure Call Recording permissions for a user, you will need to edit the user's linked account permissions in User Access. For information about editing a user's linked account permissions, see Editing linked account permissions. To give a user access to recordings of calls made to a specific line, add that line to the Line permissions section. To remove a user's access to recordings of calls made to a specific line, remove that line from the Line permissions section. In the Recording Archive section within Full Permission List, the following permissions appear. To enable a permission, select yes. | Permission | Description | Default values |
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| Supervisor (Normal) user | Admin (Nominee) user |
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| View Call Recordingsinbound interaction content | Controls whether a user 's access to Call Recordings.| Note |
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| View Call Recordings permission must be set to yes for any of the following permissions to take effect. |
can listen to inbound interaction content (such as call recordings, transcripts, and so on). | No | Yes | | View Outbound Call Recordingsoutbound interaction content | Controls whether a user can listen to outbound interaction content (such as call recordings, transcripts, and so on). | No | YesView Screen Recordings | | Access groups of users' content (overrides line permissions) | Controls whether a supervisor can see interaction content based on the groups they manage. If an interaction was handled by an agent within those groups, the supervisor has access to view content related to that interaction. | No | No | | View screen recordings | Controls a user's access to the screen recording player. View Screen Recordings is only available if screen recordings are enabled for your account. | No | NoDelete | | Call RecordingsDelete interaction content | Controls whether a user can delete delete interaction content (such as call recordings, transcripts, and so on). If you set Delete Call RecordingsInteraction Content to yes, the user can only delete recordings content that they have access to. | Note |
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Deleting a call recording deletes an associated screen recording even if the user doesn't have access to view screen recordings. |
| No | No |
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| By default, agent users do not have access to Call Recordings Interaction Content (such as call recordings, transcripts, and so on). If enabled for your account, agents may be able to access call recordingsinteraction content, either all recordings content in your account or just their own recordingscontent. |
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| title | Conversation Analyzer |
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| | If Conversation Analyzer is enabled for your account, users can access transcripts and categorization results for the call recordings they have access to. If the user is able to delete call recordingscontent, they will delete transcripts and categorization results for any recordings they delete. For information about Conversation Analyzer, see Conversation Analyzer. |
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