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 feature permissions, see Configuring admin and supervisor feature 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 |
|---|
| Supervisor (Normal) user | Admin (Nominee) user |
|---|
| View inbound interaction content | Controls whether a user can listen to inbound interaction content (such as call recordings, transcripts, and so on). | No | Yes | | View outbound interaction content | Controls whether a user can listen to outbound interaction content (such as call recordings, transcripts, and so on). | No | Yes | | 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. | Note |
|---|
| title | Deleted agents' recordings |
|---|
| When agents are deleted, their associations with groups are also deleted. Therefore supervisors will no longer have access to deleted agents' recordings based solely on their permission to their groups. To ensure supervisors can see deleted agents' recordings, do not rely on group-based access. |
| 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 | No | | Delete interaction content | Controls whether a user can delete interaction content (such as call recordings, transcripts, and so on). If you set Delete Interaction Content to yes, the user can only delete content that they have access to. | Note |
|---|
Deleting a call recording deletes an associated screen recording even if the user doesn't have access to view screen recordings. |
| No | No |
| Note |
|---|
| By default, agent users do not have access to Interaction Content (such as call recordings, transcripts, and so on). If enabled for your account, agents may be able to access interaction content, either all content in your account or just their own content. |
| Note |
|---|
| title | Conversation Analyzer |
|---|
| | 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 content, they will delete transcripts and categorization results for any recordings they delete. For information about Conversation Analyzer, see Conversation Analyzer. |
|