Is it possible to access call recordings in Contact Pro?
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-31-2023
10:17 AM
- last edited on
11-09-2023
03:28 AM
by
Niina_P
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?
- Labels:
-
Customer Question
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-01-2023 02:01 AM
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-01-2023 08:16 AM
That's right, supervisors want access to agent conversation recordings to monitor and control call quality
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-06-2023 02:32 AM
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
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-06-2023 09:33 AM
Thanks for your great help Jukka
