It 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.
Iniciar sesión para dejar un comentario.