Webex Contact Center Call Monitoring - Security Question

[lisa_lennon]

As a supervisor in Webex Contact Center you can monitor agents.  If the filter is set to ALL, you can monitor any agent in the system.  Is there a way to secure the system so that supervisors can only monitor users in their teams/groups?  Same with Recording - is there a way to allow supervisors to only have access to their groups/agents/recordings?

[bill.king1]

You shouldn't be able to monitor any agent in the system, only those agents on teams that you are a supervisor of.
https://help.webex.com/en-us/article/n408h9cb/Supervise-your-agents-and-teams

[d.prasad]

HI @lisa_lennon 

You must create a user profile under-provisioning to restrict the supervisors from monitoring or accessing other team resources.

Once you open a new user profile window there are a couple of tabs for "module settings" and "access rights."

Under module settings, you can select the features the supervisor can access.

Then under access rights is the place where you can assign the teams and entry points for that supervisor to access when monitoring, playing call recording, and viewing reporting.

You can create multiple profiles and assign them to each supervisor Under Provisioning->Users->User Profiles

[lisa_lennon]

We did try this.  It applies correctly to the filters, but the ALL is there by default which overrides the permissions.

[bill.king1]

If you set the permissions on the users/teams, even if the supervisor selects All, it shouldn't overrride them.
Can you include a screenshot of the permissions set up?

[lisa_lennon]

Just to clarify the issue, the Supervisor Desktop call monitoring works correctly.  It is the webpage that allows a supervisor to schedule monitoring that has the issue.  We are now working with TAC.

[d.prasad]

Call monitoring can be scheduled by following the below steps. Not sure if this helps. (You need to click list view then click new schedule).