Overview
By default, all agents have access to their interaction history, including their transcripts and recordings. While it's not possible to disable the whole Interaction History page for agents, you can can restrict access to the transcripts and recordings in the Interaction History page. This guide aims to show how to disable access to recordings and transcripts for agents.
Applies To
- 8x8 Contact Center
- Agent Workspace
- Interaction History
Disable Recordings and Transcripts for Specific Agents
By default, all agents have access to their interaction history, including their transcripts and recordings. If you would like to restrict access to transcripts and recordings for agents, follow the steps below:
- Go to the 8x8 Admin Console.
- Navigate to Roles and Permissions.
- Create a new role for the agent who should not be able to access recordings.
- In this assignment, check the “Read Objects” only permission for transcripts and recordings.
- Go the agent list and make sure you assign this newly created role.
Once these changes are applied, they will take effect on the agent side within approximately 15 seconds. The settings are done user by user, and bulk updates are not supported at this time.
Additional Information
- Agents will still be able to see interaction history.
- However, they will not have access to view transcripts or play recordings.
- The interface will update to reflect these changes, as shown in the example below.