Some call recordings may be marked as confidential. This feature allows to achieve the following use case:
- Supervisor is a manager of some group of agents. He/she has access to all call recordings of these agents.
- Company's executive makes a call to one of agents.
Normally, such conversation between agent and executive will be visible to supervisor. But when a call is marked as a confidential, then such call recording will be hidden from 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
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: