As regulatory requirements and data privacy concerns continue to increase, the previous approach of providing all platform users unrestricted access to voice recordings has led to challenges in protecting sensitive information. This unrestricted access has made it difficult to enforce data privacy, security, and governance policies effectively.

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To address these concerns and strengthen data governance, Sprinklr has introduced enhanced voice recording controls. These capabilities provide a more secure, compliant, and role-based approach to managing access to voice recordings, aligning with GDPR and other global data protection regulations.

Dynamic Recording Segmentation: Our new segmentation functionality ensures that only authorized individuals—participants, managers, or auditors—can access specific voice recordings. Instead of providing end-to-end access, this system divides recordings based on participant activity. When a participant, such as a new agent, joins or leaves a call, a new segment is created. Each user can only access segments they are authorized for, preventing unauthorized viewing of other participants’ contributions. 

Transcript Segmentation: In addition to voice recording segmentation, transcripts are also segmented to match the recordings. Though users will be able to access end-to-end transcripts, the transcript of inaccessible portions will be anonymised. This approach restricts access to any non-authorized sections of the transcript. 

Accessibility to Segments

Accessibility to segments is governed by the following fields: 

• Manager: Agents’ managers and all users within the manager’s upward hierarchy have access to the segments of recordings related to the agent.

• Interaction Visibility: This field allows for the selection of agents or agent groups. Users can access all segments associated with agents listed in this field.

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Segment Permissions 

When multiple participants are present in the same segment of a call, accessibility is granted based on the following permissions:

• View Segments with Transition: Allows users to view a segment if there is even one agent in that segment whose recordings the user is authorized to access.

• View Segments without Transition: Allows users to view a segment only if all agents in that segment are ones whose recordings the user is authorized to access.

• View All Segments: This permission provides complete access to all segments of recordings and is particularly relevant to administrators and leaders who require full visibility for oversight and analysis. If a user has this permission, they will be able to access all segments of all calls, irrespective of the values defined in the Manager/Interaction Visibility field. 

The above permissions can be accessed under: Quality Management > Recording Segments

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​Segment Rendering

The segments are rendered either on the Care Console or QM View: 

• In Care Console, segments are rendered based on the permission View Segment Recording. If this permission is not present, users will not be able to view any segment recordings in Care Console. This permission can be accessed under: Sprinklr Voice > Voice Recording

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• In the QM view, users will be able to access only the cases where there is at least one segment to which the user has access.

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