How can a member of the call queue access his/her incoming and outgoing call recordings without having admin privileges?

  • 0
  • 1
  • Question
  • Updated 2 years ago
  • Answered
Right now, it appears that they can only access their outgoing calls. The only way they can access their incoming calls (via the call queue) is to give them admin access which opens a whole can of other access issues. Any other options? It seems counter-intuitive that customer service folks can't access their own calls.
Photo of S2S


  • 90 Points 75 badge 2x thumb

Posted 2 years ago

  • 0
  • 1
Photo of Jen

Jen, Employee

  • 392 Points 250 badge 2x thumb
Currently there is no way to specify which call logs a user can view. It would either be all logs for all users, or just their extension. 
The only way for a user to see calls / call logs that are not their own, is to have some kind of Admin privileges. 
If you have a Premium or Ultimate account, you could create a custom role and give it the standard role permissions, plus "User Call Log - Full Access" permission, and then the users with that role would be able to see all call logs (and call recordings).
*If your account is Standard level, the closest role would be Manager.

More on roles and permissions here:
Photo of Rye

Rye, Employee

  • 212 Points 100 badge 2x thumb
Are the developers considering this option to be included in future updates? For user extensions to view/access call recordings originating from a call queue?
Photo of Jared

Jared, Alum

  • 976 Points 500 badge 2x thumb
Hey Rye,
We don't know of any future plans for this. You can always submit a feature request here.