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How do I grant a supervisor access to the recordings of just their agents?

You can use two methods to grant supervisors access to recordings of their agents.

Method-1: Limit access to the recordings for a specific set of queues. 

To grant access to all recordings for a specific queue, create a role that includes the following permissions:

  • Recording > Recording > View or Recording > Recording Segment > View
  • Recording > Screen Recording > View

And then apply the following permission condition:

Condition type

Operator

Values

Queue 

Equals

Specific queue name

Method-2: Organize agents into work teams, and then limit access to the recordings by work teams.

To grant access to all recordings for a specific work team, create a role that includes the following permissions:

  • Recording > Recording > View  or Recording > Recording Segment > View
  • Recording > Screen Recording > View 

And then apply the following permission condition:

Condition type

Operator

Values

Work Team 

Equals

Specific work team name

Notes:

  • The Work Team permission condition is resolved as per the relationship established at the time of the interaction, rather than at the time of the recording playback. For example, if Agent Amy moved from work team Alpha to work team Beta a week ago, and Supervisor Angie has been given a role that can access recordings with permission condition of work team = Alpha, then Angie can continue to access historical recordings where Amy was a participant more than a week ago. However, she cannot access today’s recordings where Amy was a participant.
  • While you can limit recording view permissions by specific users, Genesys recommends that you do not create roles with permissions that require setting permission condition on a large set of users. This often creates roles that require constant updates due to user churn.
  • To grant access to all recordings or recording segments of a specific division, specify the division when . For more information, see the Work with an interaction to which recording segment access control was applied section in .