Limit agents ability to listen to recordings

Answered

14 Comments

  • Official comment
    Sean Chuang
    Zendesk Product Manager

    Hello,

    Thank you for your comments. Access control is something that is being considered but at the moment it is not part of our short term roadmap. At this time, access is tied to ticket access. So as an alternative, if you use custom roles to control ticket access, you can control access to recordings.

    Thanks,
    Sean 

  • Annie Baker

    Our company would like to also see this functionality added to Zendesk talk. Being able to limit call recording access to designated roles would be helpful with PCI compliance. 

    5
  • Kevin Stam

    Same here.

    We use the recordings for coaching and training (by Senior colleagues). But we don't want our Junior agents to listen to conversation of their colleagues and use them in their work.

    6
  • Priscilla S

    Any updates on this request?

    We would also like phone recordings to only be available to admins and managers. Our agents would prefer that limitation as well.

    6
  • Gerardo

    Hi, I agree with all the comments here, it would be ideal to have the option to limit to listen to agents the call recordings. We just need them for training and quality reasons, in this case is not the agent that should be able to listen. 

    Is there also a way to filter those tickets with recordings?

     

    6
  • Sydney Neubauer

    +1 this would really benefit our team as we want to keep our Agent's interactions private unless needed

    5
  • Ben

    Definitely needed!  It's a privacy concern for agents and clients, and this all or nothing approach is very strange.

    As admin/manager we need the ability to listen back for monitoring and training purposes. Also it is good for agents to be able to revisit their own recordings.

    But for agents it is weird and uncomfortable that any random colleague can listen to their conversations at any time and any place.

    Also, these conversations usually cover some deeply personal topics for our clients.

    As far as we know, no agents actually listen to other agents' conversations, but there is no way to be sure. This should not have to depend on trust and assumptions.

    7
  • Ryan Murphy

    This should absolutely be standard.... disappointing. 

    5
  • Gerardo

    Hi, 

    why no community moderator of Zendesk had some thoughts on this topic?

    Can we get a feedback?

    7
  • dschmidt

    Agreed. It should be possible to limit playback of call recordings to Admins and Team Leads. It is bad enough that full Agents can listen to each other's recorded calls, but it especially complicates the rollout of Light Agents.

    3
  • Josef A

    Are there any updates on this at all? At the moment we are in a quick expansion of our ZD users and we do not want every agent who uses ZD to be able to listen to calls. It would be ideal if only Team Leads and Amin have access to this feature in ZD. 

    4
  • Daniel Seawright

    I am looking for updates on this as well. We are needing to limit access to voice recordings. I also see a trend in the unresponsiveness from Zendesk when requesting things like this.  

    4
  • Kevin Kunstmann

    I absolutely agree to Ben and Daniel. This is in fact a privacy concern and Zendesk is not handling this very well...

    1
  • Ben

    Sean Chuang I am grateful to have an answer on this matter, yet also I have to chime in with Daniel and Kevin: this is an obvious privacy concern (I'm surprised it has been allowed to exist this long and not get flagged sooner) and I find Zendesk's handling of this matter lacking. 

    I looked into using custom roles to limit ticket access, and it appears to require an Enterprise subscription, which we do not have and should not need to ensure basic privacy for our agents and clients. 

    0

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