Disable right click "save audio" for call recordings
RespondidaIt would be great for this to be explored.
I cannot see why we allow any abled agent to be allowed to right click and save an audio file of their conversation with a customer. This cannot surely be PCI compliant?
To have this as an admin enabled function/button would be putting customers data in a much more secure position, and more manageable.
Not having an out of the box feature to stop all agents from listening to all calls in groups they are active in is a task more complicated to prevent, which I understand, but there can be more done to protect customer data being stored.
Ideally Zendesk should limit call recording access to a separate "portal" where call recordings were accessed by list order format, or by searching a particular ID, where only admins and the select are able to access.
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Comentario oficial
Hello,
Thank you for your question. The request for more granular roles and permission is an initiative that Zendesk is working on across all communication channels collectively. Thank you for your patience as we work thru this improvement.
In the meantime, what you can do within the Talk channel is the following:
-To minimize sensitive information being accessed, you can prevent it from being recorded - see article
-If you are on an Enterprise plan, you can control what tickets each agent has access to via custom roles
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