With our continued efforts to ensure customers are legally compliant, we are excited to offer early access to Agent Recording Controls.
We know our customers need to prevent sensitive and personal end-user data from being stored in call recordings. This new functionality gives more flexibility and control over how they manage privacy and data security in Talk, by allowing agents to pause and resume the recording of an active call.
We’ll be improving the administrator experience by making this setting configurable. Admins will be able to configure the Agent Recording Controls separately from the recording setting on the number. They will also be able to configure if call recording continues after the call has been transferred by an agent to an external number.
Once configured, this feature provides easily accessible controls in the agent interface, both on the call bar in the ticket and in the call console that allow agents to pause and resume the recording of an active call.
We've also updated the Talk call bar in tickets to be more accessible including changing the color to white and updating all of the icons.
Want to sign up?
In December, we will begin onboarding users who meet the following criteria:
- Have an active Zendesk Talk Professional and Enterprise subscription
- Are willing to work with our team to provide feedback
Register your interest HERE
Feedback? We’d love to hear it
Please let us know what you think about this EAP in the agent recording controls community.