Provide Call Recordings for Department Managers using User Groups

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We are a U.S. based Payroll/Finance company with branches in several different states. Each branch is independent and has little interaction with the others. Since we cannot limit Reports and Call logs by branch or department we've had to give those managers access to the full company call log and reports so they can access their employee's information.

With the implementation of User Groups we thought our problem had largely been solved. Since it's description is as follows on the website: 
• Group Manager is allowed to modify group members’ settings and view their call logs

The problem is that the Group Manager does not have access to the call recordings of the employees they manage. 

When we saw that the managers would have access to their employees' call logs it didn't occur to us that they wouldn't have access to the corresponding call recordings.The only way to give the manager access to the call recordings is to leave them with access to the full company call log which shows the entire company's call recordings thus defeating the purpose of us trying to limit their access to just display their employees' information.

I am requesting the ability to create a user group for each location or department and grant the manager full access to their employee's settings and calls with the corresponding call recordings. They need the call recordings to monitor their employees interactions with customers for training purposes and to investigate discrepancies in information. We don't want the other locations being able to hear recordings from locations or departments that aren't their own or that they don't have a part in.    

We have a case in one of our locations where the manager would like to have her employees be able to listen to their coworkers' calls. The case for this would be so that when a customer calls claiming that a different employee was supposed to get something done for them (and it wasn't) they can investigate the truth (A lot of payroll corrections involve penalties from different government agencies so these recordings are necessary to dispute liability). While this particular manager is comfortable with her employees listening to each other's calls other Managers may not be. So without User Group Specific call recordings we are left with either granting them Full Company Call Log access or none at all. The plan for this location was to create a User Group with a Generic Admin so that the employees could log in whenever they needed to research something. 

We opened a case with RC. Case Number 05467174 . Even they were unaware that the feature wasn't already a part of User Groups it took 2 days for them to verify that it
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Karina Ibanez

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Posted 3 years ago

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Debra Johnson

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I was hoping that this topic had been addressed, since I am currently researching if this is possible.  But after reading this, I can see that it isn't!  Our company is faced with a similar problem.  Though we are a small business (apprx 20 employees), we have a trainer that monitors trainee phone calls.  It's not necessary to activate everyone's calls to be monitored.  But, I see that this unfortunately isn't an option.