Feature Request - Allow administrator to give permission for users to listen to their phone calls (both auto- and demand-recorded calls)

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1.  Account Type:  U.S.

2.  Business:  Small business selling products, delivery and repair services to local cusotmers a their homes and businesses.

3.  User-level and Team-Leader Level Call Recording/Call Log listening and review

4.  Typical use scenario:  Feature Request - Allow administrator to give permission for users and team leaders to listen to their phone calls (both auto- and demand-recorded calls).  Sometimes a user may wish to self-evaluate how to better handle a call, or review a call to make sure it was fully handled, or to review information from the call to make sure it was correct, Or to review the call to check whether a client's claims about the past conversation are accurate.  It would be nice to not have to bother an IT guy or manager/owner in order to do these tasks.  I would prefer to be able to restrict the user's ability to edit or delete call recordings or information.  I would also prefer to be able to restrict the user's ability to turn on/off auto-record - this should only be a manager's decision.  It would also be nice to allow, say a team leader or supervisor to be able to listen to recordings of all on his/her team while preventing the team leader from being able to edit core settings and setup on the system.

5.  Benefits:  More agile and decentralized customer service.  Time-saving for management.  Improve accuracy, response times, and therefore customer satisfaction. 

6.  We have 7 Users and I think 4 Digital lines
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Jason Karger

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Posted 4 months ago

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Saadet - Community Support, Official Rep

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Hey Jason,

Have you looked into User Groups? That might be something that'll work for your Managers :)