inContact WFO Admin > SecurityProfiles > WFOModal > Page Details: Security Profile Call Recording WFO Permissions

Page Details: Security Profile Call Recording WFO Permissions

Recording Schedules

Enables users to view, edit, delete, or create new system-wide recording schedules.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile View Edit Create Delete

Agent

       
Supervisor        
Manager

Recording Record and Files

Enables users to delete recordings from inContact WFO. Recording deletion can result in irretrievable data loss. This is administrator-level permission that should be granted to very few users.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Delete

Agent

 
Supervisor  
Manager

Call Records

Enables users to access call recordings. With Agent View, users can access only their own recordings. With Supervisor View, users can access all recordings by default. You can limit the Supervisor View by restricting the security profile access to groups.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Agent View Supervisor View

Agent

   
Supervisor    
Manager

Live Call Monitoring

Enables users to listen to call audio as it is being recorded.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Allow

Agent

 
Supervisor  
Manager

Bookmarking

Enables users to attach public or private bookmark comments to recorded interactions.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Allow

Agent

 
Supervisor  
Manager

Player Blackout

Enables users to apply a manual blackout to a recording during playback. Manual blackouts can result in irretrievable data loss. This permission should be granted to very few users.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Allow

Agent

 
Supervisor  
Manager  

View Video

If your organization uses inContact Screen Recording, enables users to view video recordings associated with call records and to monitor video live where available and video for timed schedules; that is, screens recorded without associated calls. With Agent View, users can access only their own recordings. With Supervisor View, users can access all recordings by default. You can limit the Supervisor View by restricting the security profile access to groups.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Agent View Supervisor View

Agent

   
Supervisor    
Manager

Exports

Enables users to export recordings, or to export and send them to an email address from inContact WFO. Also allows users access to create and delete custom file masks for exported recordings.

By default, the Manager, Supervisor, and Agent system security profiles have the following permissions enabled: 

Security Profile Download Email

Agent

   
Supervisor    
Manager

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