Objective

Twilio Flex Insights allows organizations to analyze call data, including access to call recordings. Sometimes, administrators need to restrict which agents can play, export, or assess these recordings for privacy or compliance reasons.

By default, agents may have access to play, export, or assess call recordings in Flex Insights. This document outlines the procedure to prohibit unauthorized agents from accessing recordings while explicitly permitting access to a designated, select group of users.

Product

Flex

Procedure 

Access to call recordings in Flex Insights is controlled by the role assigned to each agent. Twilio provides several Flex Insights roles, each with different permissions.

• To restrict agents from listening to call recordings, assign them a Flex Insights role that does not permit playback, export, or assessment of recordings.
• The wfo.quality_process_manager role is specifically designed to prohibit these actions.

You can find a list of Flex Insights roles and their permissions in the official documentation: Flex Insights Roles.

Steps

1. Review the roles available in Flex Insights.
2. Assign the wfo.quality_process_manager role (or another restrictive role) to agents who should not have access to call recordings.
3. Confirm that agents with this role cannot play, export, or assess call recordings in Flex Insights.

Additional Information

To restrict access to call recordings in Twilio Flex Insights, use role-based permissions. Assign agents a role that does not allow playback, export, or assessment of recordings, such as wfo.quality_process_manager.

• Changing roles may affect other permissions in Flex Insights. Review role definitions carefully before assigning.
• If you need further assistance with role assignments or have questions about permissions, consult the Flex Insights documentation or reach out to your Twilio administrator.