What changed
Genesys extended attribute-based access control to interaction transcripts, recordings (policy-based recordings and segments, snippet recordings and screen recordings), and quality management evaluations and surveys, with separate policies for evaluations and surveys. ABAC is evaluated before role-based access control: if a policy denies access the user cannot view the item, and if it allows access existing permissions, conditions and divisions still apply. Separately, administrators can now use Reports To as a permission condition so supervisors see recordings, segments, transcripts, snippets and screen recordings only for their reporting hierarchy.
Vendor documentation (opens in a new tab)Why it matters
Organizations that separate lines of business, regions or clients have often relied on divisions and queue-based conditions that are hard to maintain. Policy-based and hierarchy-based controls can tighten access to the most sensitive interaction data, but a misconfigured deny policy can also hide recordings from the teams that need them.
CxCave practical context
Who should care
- Security and compliance teams
- Administrators
- Quality teams
Implementation considerations
REVIEWInventory who currently reaches recordings, transcripts and evaluations through roles and divisions, decide where Customer Access Attributes or Reports To should narrow that access, and test policies with supervisor and QA accounts before enforcing them.
CxCave recommendation, not a vendor mandate unless explicitly stated.