Mark call recordings as confidential

Overview

Some call recordings may be marked as confidential. Consider the following scenario: The supervisor is a manager of a group of agents. He/she has access to all call recordings of these agents.
Now, suppose the company's executive makes a call to one of thees agents. Typically, such conversation between an agent and executive would be visible to the supervisor. However, when a call is marked as confidential, then this call recording would be hidden from the supervisor. A call recording may be marked as "confidential" either manually or automatically.

Manually mark calls as confidential

To manually mark call recordings as confidential:
  1. 1.
    On the Recordings page, select call recordings you want to mark as confidential.
  2. 2.
    Click More > Mark as confidential.
The administrator must give you the Set confidential flag permission to use this feature.
Alternatively, you can click the Mark as confidential button from an extended call details view.
When clicked, the call recording will be marked with the Confidential flag.
To get rid of the confidential flag, click Clear confidential flag.

Automatically mark calls as confidential

To automatically mark all call recordings of a specific user as confidential:
  1. 1.
    Navigate to the user 's profile page and click Edit User.
  2. 2.
    Scroll down to the Recording settings section and select the check box next to Confidential calls. Then, Save your changes.