Voice Log Privilege App

2 min

Empower your workforce to listen, learn, and improve instantly—with secure, self-service access.

Description

How to Install and Configure

What is This App?

The Voice Log Privilege App manages user and role-based privileges for accessing voice logs/recordings. This app enables fine-grained control over who can view or download call recordings. By default, voice logs (recordings) are often restricted to Supervisors or Administrators. This app bridges that gap, providing a secure interface for agents to retrieve their specific call history.

It provides two main functions for the permissable user roles:

Listen: Playback of call recordings.

Download: Saving call recording files locally.

Why Use This App?

In standard operations, agents often lack visibility into their past interactions. This app solves:

Feedback Delays: Agents no longer need to wait for a Quality Analyst (QA) or Supervisor to review a call to hear how they sounded.

Administrative Bottlenecks: Reduces the workload on Supervisors who previously had to manually retrieve recordings for agents upon request.

Who is this App for?

This app is for Agent and Supervisor user role.

Impact & Key Benefits

For Agents: Empowerment to self-correct and review complex interactions immediately after they happen.

For Supervisors: Frees up time by removing the need to act as a "gatekeeper" for call recordings.

For Business: Accelerates training and improves quality assurance scores through self-learning.

Prerequisites

Before installing, please ensure your environment meets the following requirements.

System Requirements:

Ameyo Version: Requires Ameyo version 4.0.0 or higher.

App Framework: The Ameyo App InstallerAmeyo App Installer must be installed and active.

User Role: You must be an IT Administrator to install and configure this app.

Server Configuration:

Timezone Sync: The server's PHP timezone settings must be correctly configured to match your local region (e.g., 'Asia/Kolkata'). This ensures all recording timestamps are accurate.

Note: This is a backend configuration. Please contact your Customer Success Manager or Exotel Support to get this setting done.

Summary

The Voice Log Privilege App decentralizes access to call data. By safely granting users the right to listen to and download their own voice logs, it fosters a culture of transparency and self-improvement within the contact center.

Installation and Setup

Download the app from the link given above. (File format- .aaex)

Upload the App in the Ameyo admin panel. Follow the steps given below:

Navigate to App Manager (App Configuration in System tab).

Upload the .aaex file downloaded from the link given above.

Wait for upload completion and then configure the slot mapping as follows:

Role: Admin, Slot/Location: Top Bar full page

Role: Agent, Slot/Location: Background App

Role: Supervisor, Slot/Location: Background App

Role: Voice-Admin, Slot/Location: Top Bar Full page

Note:- App Configuration for Voice-Admin user role is available from 4_13 after build version -- 43037.

Important Note: This app requires specific backend configurations, including database permission scripts and library integration, to function correctly.

The app will not be fully operational immediately after upload.

Please contact Exotel Support or your Customer Success Manager to schedule the required backend deployment.

Usage Instructions

For Administrators:

To ensure data privacy, the app is installed with restricted access settings. By default, no agent or supervisor can listen to recordings until an Administrator explicitly grants them permission.

Administrators can configure access levels for agents and supervisors, using the toggles in the configuration menu:

1. Agent Privileges

Administrators can assign one of two distinct access levels to agents:

Access Everyone:

Grants the agent full authority to play and download voice logs belonging to themselves as well as all other agents and supervisors.

Access Own Only:

Restricts the agent to playing and downloading only the voice logs associated with their own tickets.

Access to recordings belonging to other agents or supervisors is strictly blocked.

2. Supervisor Privileges

There is a single access right available for Supervisors:

Allow:

Enabling this option grants the supervisor complete access to play and download voice logs for themselves and all other agents or supervisors.

Ticket Context Only: Currently, these privileges apply exclusively to voice logs attached to tickets.

Configuration Warning (Critical)

Risk of Reset: If you have manually granted privileges to specific selected agents (e.g., 2-3 specific users), avoid toggling the global permission switches ON and then OFF.

Consequence: Toggling the global switch OFF will wipe the previously saved individual configurations for those selected agents.

Support and Troubleshooting

Validate slot mappings match your Ameyo version and roles.

Check user privileges and role assignments for app access.

For issues with real-time data or display, check service status and review logs.

To get the backend server configurations done, contact Ameyo support or your customer success manager.

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