Grant agents access to their own interactions and recordings

Genesys Cloud allows granting limited access to an agent to view only their own interactions and recordings.

To grant access to an agent to their own interactions and recordings, create a role that includes the permissions:

Analytics > Conversation Detail > View
Recording > Recording > View permission or Recording > RecordingSegment > View permission

To allow agents to view speech and text analytics results, grant the Speech and Text Analytics > Data > View permission. Without this permission, agents cannot view any speech and text analytics including voice transcripts, topics, sentiment and agent empathy, categories, and acoustics data.

Note: Agents can be granted access to the entire interaction recording, or only to segments of a recording. For more information, see the Work with an interaction to which recording segment access control was applied section in Work with an interaction overview.

The previously mentioned permissions must have the following permission condition:

Condition type	Operator	Values
User	Equals	Specific userId, special value for “Current User”

Genesys recommends that you do not give the agent the Conversation > Communication > View permission to remove access to the interactions view. The lack of this permission disables the agent from being able to access the Interactions view to search for interactions that the agent is not a part of.

Genesys recommends that you grant the agent access to the My Interactions view. To do this grant the agent the permissions listed in the prerequisites section of the My Interactions view article. If these permissions are not granted to the agent, the agent will require the Interaction Details view URL to access the recordings. This URL is typically provided when a Quality Evaluation is evaluated and released for the specific interaction. Alternatively, the URL can be obtained through external means (for example, retrieved from a CRM system or case-tracking system).

The default User role in Genesys Cloud allows a user to view their own interactions and recordings only if the interaction has been evaluated and released to the user. To allow such users to view their own interactions and recordings without restrictions, remove the following permission conditions from Recording > Recording > View and Recording > Recording Segment > View:

Condition type	Operator	Values
Evaluation Agent	Equals	Current User
Evaluation State	Equals	Finished, In Review, Retracted
Evaluation is released	Equals	True

And add the following permission condition to Recording > Recording > View:

Condition type	Operator	Values
User	Equals	Current User