Agent-Level Restrictions in Screen Recording enable businesses to control which agents’ screens can be recorded during interactions, ensuring compliance with privacy regulations and internal policies by allowing screen recording to be enabled or disabled based on individual agent consent. This configuration is managed through the agent’s profile settings and provides key benefits such as ensuring privacy compliance with data protection laws, offering flexibility to record only consenting agents, maintaining transparency through clear consent records for audits and compliance reviews, and improving operational control by avoiding unnecessary recordings and optimizing storage usage.

Implementing Agent-Level Restrictions

1. Navigate towards your profile icon at the top right corner and click it.

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2. You will be directed to your profile, and from there, click Edit.

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3. Select Yes or No from the Screen Recording Consent Provided drop down list.

   Field Name: Screen Recording Consent Provided

   Options:

   1. Yes:

      1. Screen recording is enabled for this agent.

      2. All interactions handled by the agent can have screen recordings based on sampling policies.

      3. Use this option when the agent has provided explicit consent for screen recording.

   2. No:

      1. Screen recording is disabled for this agent.

      2. Even if sampling policies allow recording, the system will skip recording for this agent.

      3. Use this option when the agent has not consented or when privacy restrictions apply.

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4. Click Save.