You can use any of the three methods to grant supervisors access to recordings of their agents.

Method 1: Limit access to the recordings for a specific set of queues. 

To grant access to all recordings for a specific queue, create a role that includes the following permissions:

• Recording > Recording – View or Recording > Recording Segment – View
• Recording > Screen Recording – View
• Recording > Snippet Recording – View

And then apply the following permission condition:

Method 2: Organize agents into work teams, and then limit access to the recordings by work teams.

To grant access to all recordings for a specific work team, create a role that includes the following permissions:

• Recording > Recording - View or Recording > Recording Segment - View
• Recording > Screen Recording – View
• Recording > Snippet Recording – View

And then apply the following permission condition:

Method 3:

If the organization already has the reporting structure of the agents populated, you can limit access to the recordings based on that reporting hierarchy.

First, turn on the Store agents’ reporting hierarchy metadata at the time of interaction setting in the Recording Management page.

Then, to grant recording access of all agents that reports to a supervisor, create a role that includes the following permissions:

• Recording > Recording - View or Recording > Recording Segment - View
• Recording > Screen Recording – View
• Recording > Snippet Recording – View

And then apply the following permission condition:

This method dynamically resolves the “Current User” as the user who is accessing the recording, and thus does not require you to create one role for each supervisor with a permission condition that is based on identifying that specific supervisor.