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Talk Team Leader Role
Answered
Posted May 27, 2022
We noticed that talk team lead roll changed with the new upgrade - the team lead now has Admin rights to delete calls. Prior the Team Lead could listen to live calls on agents. We used this for supervisors to listen to new agents. Prior they could not delete calls. Now with the upgrade they can. We need an option for a role to listen to live calls, but not able to delete. We are a regulated business and we can not have front line people access to delete calls. Thank you
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8 comments
Official
Sean Chuang
Hi Nancy,
Thanks for the feedback. To ensure you have clarity on definitions, please refer to this article on how Zendesk defines "team lead" and "admins". In short, an agent does not have access to live calls unless they are deemed a "team lead". Regarding additional roles and permissions, we will need to consult with our colleagues to see where this work is placed on their roadmap.
Thanks,
Sean
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Nicole Saunders
Thank you for posting this feedback, Nancy.
If other users have a similar need, please up-vote Nancy's post and share any other details or use-cases in the comments below.
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Sydney Neubauer
@... was there an announcement that stated the role could now delete recordings?
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Sean Chuang
Hello Nicole,
There is no announcement on this matter. To be clear, the ability to delete recording is always available to Talk 'Team Lead'.
Thanks,
Sean
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Anastasia Kachanova
+1 in our business we can allow only admins to delete call recordings.
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Audrey Beukenkamp
+1 from our business too. My need is that I need Admin rights, but also to listen to live calls. Why would an Admin (who is a higher level of access) not have the ability to listen to live calls too? If I change myself to a Team Lead then I do not have the Admin rights needed to adjust settings in the system. Can Zendesk provide access to listen to live calls to those who are Administrators?
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Nancy Caldwell
I agree with Audrey - Admin should be able to listen to live calls. Team lead role should have access to live calls, but not delete calls like they do.
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Anastasia Kachanova
Agree with Audrey
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