Cisco Mediasense 11.5(1) – Role Based Access for Finesse Agents

Mediasense 11.5(1) has introduced the long awaited role based access for Finesse Agent and Supervisors. Finesse Supervisors can monitor the recordings of only their assigned Teams, while Finesse Agents can only view their own recordings. Recordings include active recordings, associated recordings and archived recordings.

For the above to work, the Finesse AgentInfo gadget is required to be active for both Agents and Supervisors. This feature only applies to Finesse Integrated Contact Centres.

To reference additional 11.5(1) features for Mediasense, please use the below link.

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