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Table of Content

  • User Guide
    • Accessing web interface
    • Dashboard
    • Call recordings views
    • Playback call recordings
    • Searching calls
    • Advanced searching calls
    • Add notes to calls
    • Categorizing calls
    • View multi-part calls
    • Live monitoring
    • On-demand recording
      • On-demand recording from Cisco phone
      • On-demand recording using Cisco SPA phone
      • On-demand recording using Mitel phone
      • On-demand recording using Polycom VVX phone
      • On-demand recording using Yealink phone
      • On-demand recording via Web portal
      • On-demand recording via API
    • Pause/resume recording
      • Pause/resume recording via Cisco phone
      • Pause/resume recording using Cisco SPA series phone
      • Pause/resume recording using Mitel phone
      • Pause/resume recording using Polycom VVX phone
      • Pause/resume recording using Yealink phone
      • Pause/resume recording via Web portal
      • Pause/resume recording via API
    • Reports
    • Change own password
    • Agent evaluation
    • Audit trail
    • Confidential calls
    • Custom fields
    • File integrity check (watermark)
    • Multi-language interface
Home › User Guide ›
 

Confidential calls

Some call recordings may be marked as confidential. This feature is utilized in the following scenario:e:

  • The supervisor is a manager of a group of agents. He/she has access to all call recordings of these agents.
  • Company's executive makes a call to one of the agents.

Typically, such conversation between an agent and executive would be visible to the supervisor. However, when a call is marked as confidential, then this call recording would be hidden from the supervisor. A call recording may be marked as "confidential" either manually or automatically.

Automatically mark calls as confidential

On Executive's user profile page, an administrator may check setting "Mark all calls of this user as confidential."

MiaRec confidential calls

Manually mark calls as confidential

Authorized users may mark calls as confidential manually. Note, the user's role should have enabled permission to "Set confidential flag."

MiaRec confidential calls

Access confidential calls

An administrator may grant permission to view confidential calls to authorized users, for example, executives.

Such permissions are configured on user role page:

MiaRec confidential calls

After that, authorized users will be able to see confidential calls:

MiaRec confidential calls

‹ Audit trail up Custom fields ›
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