Access & Rights - User Rights enables precise management of user rights and authorizations for various functions and areas of the system. Here you can customize the access & rights for specific areas such as the dashboard, Conversation Safe, recordings and custom fields (Access Fields) in detail.
Configurable options include: setting read and write permissions for custom fields and their post-processing time, access & rights for report generation, AI Policy Engine and Conversation Safe, including the ability to export or delete data, access to archived records and bulk operation.
Special options such as IP restriction for exports, password security for exported data and deletion suggestions for recordings offer further control options to ensure that access and data processing in the system is secure and in accordance with the defined guidelines. Overall, this tab offers comprehensive control that allows administrators to adjust the system rights of users to all relevant functions and areas in a targeted and flexible manner.
Access & Right - Configure user rights
You can configure the following settings:
Option/ Function
Description
Various User Rights
Define the different rights and functions for the users.
Show Live View: Enables access to the live view panel in the Recordings tab.
Access Fields: Enables read and write permissions for custom fields in the Live view and Recordings tab. It helps to precisely control access to specific fields and define the post-processing time.
NOTICE! Dynamic display when activating: Access Fields
Read Only: Read rights for the custom fields. Changes are not possible.
Full Access: Read and write permissions for custom fields.
NOTICE! Dynamic display when activating: Full Access.
Wrap-up time: The standard time is 1 day and can be customized. Changes are no longer possible after the wrap-up period has expired.
NOTICE! Reworked fields are removed from the To Do area. Fields that have not been reworked remain visible but cannot be edited.
Select Custom Fields: Select specific custom fields from a drop-down list.
The sequence number of the fields determines the order in the live call view and detailed view.
Activate or deactivate checkboxes to adjust the fields accordingly.
Deactivate live note: This option hides the tag input field in the live view panel.
Deny Export: User is not allowed to export recordings.
Deny Upload: User is not allowed to upload recordings.
Deny Dashboard Report Alarming: Blocks access to the configuration of alarm settings for reports in the Dashboard tab.
The option is not displayed to the user.
Define TTL change via categorization: Controls whether and how time-to-live values (TTL) of recordings can be changed by categorization, see Action based on categorization.
Reporting
Create Reports
Control of report creation in the tab Dashboard: Own data only, all data or no authorization.
Not Allowed: No authorization to create reports in the tab Dashboard.
On Own Data: Authorization to create reports in the tab Dashboard.
all: Authorization to create reports in the tab Dashboard with all available data records.
NOTICE! Dynamic display when activating: Own Conversation Safe folder, all
Wallboard: The following KPIs are enabled in the Dashboard tab: Live Inbound,Live Total,Agent Talk Time.
AI Policy Engine
Access to AI-supported analyses, including creation, editing and management.
AI Policy results: Access to results generated by the AI Policy Engine. This includes the detailed view in the tab Recording, policy hits in the tab Dashboard and the Compliance column in the list view.
Quality management results: Enables access to results in the tab Quality Management.
Access to AIAI Policy Engine
Policy Activation: Authorization to activate an existing policy.
Policy Initiate Workflow
Policy Edit
Policy Rule Edit
AI Questions access
Quality management access
AI Assistant
Conversation safe
Access to Conversation safe
The Conversation Safe is used to permanently save recordings by suspending the originally defined retention time (TTL). Recordings in the Conversation Safe are therefore retained, regardless of automated deletion processes.
No Access: No authorization for the Conversation safe.
Full Access: Access to all functions and content in the Conversation Safe.
Own Conversation Safe folders: Restricted access that only includes certain functions.
NOTICE! Dynamic display when activating: Own conversation folder
Export
Merge audio into video: Allows the integration of audio files into video files for specific export applications. Data is merged in an MP4 file.
Bulk Operation
With Bulk Operation, up to 800 selected recordings can be processed. It allows simultaneous exporting, deleting, transcribing or moving to the Conversation Safe. It allows simultaneous exporting, deleting, transcribing or moving to the Conversation Safe.
No Excel export: Blocks the option to export data to Excel files.
Export: General export rights for data in bulk format.
NOTICE! Dynamic display when activating: Export.
IP restriction: The export can optionally be restricted to certain IP addresses or ranges.
In the field Download lP Range x.x.x.x or x.x.x.x-x.x.x.x enter an IP address or an IP address range to limit the export to these IP ranges.
Security settings: A password with a minimum length (default: 8 characters) can be set for access to exported data.
In the field Password minimum length, define the number of characters that a password must have.
Conversation Safe: Moves several recordings to the Conversation Safe at the same time.
Secure
Secure
Delete selected: Removes data in large quantities according to the authorization structure.
Transcribe: Activates the transcription of several calls simultaneously.
Restore Archive: Enables archived data to be restored.
Archived conversations
Access Archived Conversations
Archiving conversations serves the purpose of long-term retention of data which is no longer required frequently. Data can then be saved in a more economic storage location. The archiving and retrieval process is managed by Microsoft.
No access to archived files: No authorization to view or edit archived data.
Allow to retrieve (Approval): Full access to archived records after authorization has been granted.
Request retrieval process (request for replay): User can request access to archived recordings through a playback request.
Delete recordings
Deletion right
Users may delete recordings or send a request for deletion.
Not Allowed: No authorization to delete recordings.
Allowed: Deletion of recordings is permitted, subject to compliance with the guidelines.
Requested conversations only: Deletion is limited to manually suggested calls.
Request deletion
Allowed: Users may submit a deletion request.
Reasoning text required: Deletion request requires an explanatory text as justification.
Send e-mail notification: Automatic e-mail notification of proposed deletion to the responsible persons.
