Contents

Settings affecting Record and Listen indicators

Whether or not you can see if another user or a supervisor is monitoring an interaction is governed by several factors:

Do you have the appropriate rights?

You need the Monitor Columns Security right and the appropriate View Queue Columns Access Control right to display the Lstns and Recs columns in a queue view.

Are you a Supervisor of any workgroups to which the interaction was routed?
Is Interaction Recorder automatically recording the interaction?
Did the CIC administrator enable Supervisory Monitoring on the CIC server?

Note: Enabling the Supervisory Monitoring feature changes the behavior for supervisors. They can no longer see Interaction Recorder system recordings.

Behavior

This table summarizes the circumstances under which you can see if someone is recording or listening to an interaction. It applies to IC 4.0 SU 6, CIC 2015 R1 P2, CIC 2015 R2 and subsequent releases.

Under these conditions			You can see
You have Monitor Columns right	Supervisory Monitoring is enabled	You are a Supervisor	Your recording	Supervisor's recording	Non-supervisor's recording	Interaction Recorder system recording
No	(Any)	(Any)	Yes	No	No	No
Yes	No	(Any)	Yes	Yes	Yes	Yes
Yes	Yes	No	Yes	No	No	No
Yes	Yes	Yes	Yes	Yes	Yes	No

Settings affecting Record and Listen indicators

Behavior

Under these conditions

You can see

No

(Any)

(Any)

Yes

No

No

No

Yes

No

(Any)

Yes

Yes

Yes

Yes

Yes

Yes

No

Yes

No

No

No

Yes

Yes

Yes

Yes

Yes

Yes

No