- 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
- Pause/resume recording
- Reports
- Change own password
- Agent evaluation
- Audit trail
- Confidential calls
- Custom fields
- File integrity check (watermark)
- Multi-language interface
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."
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."
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:
After that, authorized users will be able to see confidential calls:
