topic Re: Is it possible to access call recordings in Contact Pro? in Contact Pro

Is it possible to access call recordings in Contact Pro?

victor_lopez — Thu, 09 Nov 2023 11:28:28 GMT

Hello guys, good morning, I would like to get a bit of your help, I want to know if it is possible to access the recordings of the voice calls that are answered by Contact Pro, if this is possible, I would like to know how I can do it?

Re: Is it possible to access call recordings in Contact Pro?

Jukka — Thu, 01 Jun 2023 09:01:35 GMT

Hi,

could you specify what you mean with access? Do you mean that an agent needs to listen recording or as a integrator you would need access?

//Jukka

Re: Is it possible to access call recordings in Contact Pro?

victor_lopez — Thu, 01 Jun 2023 15:16:11 GMT

That's right, supervisors want access to agent conversation recordings to monitor and control call quality

Re: Is it possible to access call recordings in Contact Pro?

Jukka — Tue, 06 Jun 2023 09:32:33 GMT

You can enable access to call recordings via rights. Once user has rights to call recordings, then you would see play recording option in Communication Panel.

If it's a queue recordings you would like to give rights to, then please navigate to SC - User and Role Management - Role or Group depending how you control rights - select role/group agent is using - User Rights block - select Queue from drop down, add the queue and give Listen to Recordings right
For user the same, but in drop down select User

I also recommend you to read documentation about the above options. Please create a ticket if you need more detailed help.

//Jukka

Re: Is it possible to access call recordings in Contact Pro?

victor_lopez — Tue, 06 Jun 2023 16:33:06 GMT

Thanks for your great help Jukka