Call transcription – User access to their own transcripts

[agencepro]

Hello,

With the introduction of call transcription, it would be very useful for each user to be able to easily view the transcripts of their own calls without having access to other users' recordings.

Currently, access to transcripts appears to be directly linked to access to recordings and the permissions associated with the user's role.

This becomes problematic when a user has a role with elevated permissions: it is impossible to grant them access solely to their own recordings and transcripts without potentially expanding the scope of recordings they can access.

However, the use case seems quite natural to me: a user should be able to locate and view the transcripts of their own conversations - regardless of their role in 3CX- without needing access to their colleagues' conversations.

Ideally, it would also be beneficial to have a personal view of transcripts with a few simple filters: date/period, number, contact, inbound/outbound calls, or even a search function within the transcript content.

Are there any plans for an update along these lines?

 

[agencepro]

The only way I’ve found to restrict a user to accessing only their own recordings is to assign them the "User" role and enable the "Recordings" module by checking the "Show call recordings" option. However, switching to the standard user role prevents them from adding contacts to the shared directory, as that requires the "Receptionist" role. That's a shame.

 

[Kevin Attard Compagno]

I am trying to think through your scenario here...

Simplistically, if the system stops a user from seeing a particular recording becuase of "permission" or "rules" constraints, it seems to me an absolute requirement that the system should also stop that user from seeing the transcription of that particular recording.

The data being "guarded" is the information contained within the recording. If the user gets alternative access to that information via the transcript, then the data is no longer "guarded".

What am I misunderstanding here?

 

[agencepro]

Thanks Kevin. I think I wasn't clear enough in my explanation.

I completely agree with you: if a user is not allowed to access a recording, they should obviously not be allowed to access its transcript either.

What I am asking for is different.

I would like every user to be able to access their own recordings AND their associated transcripts, regardless of their role, without this giving them access to other users' recordings/transcripts.

For example, a user with the User role and “Show Call Recordings” enabled can access their own recordings. That's exactly the behavior I want.

However, if that same person needs the Receptionist role for another reason (for example, to manage the company phonebook), enabling “Show Call Recordings” expands the scope of recordings they can access.

Also, as soon as “Show Call Recordings” is enabled, the “Recordings” tab appears with both “My recordings” and “All recordings”. In my opinion, “All recordings” should only be available through a separate admin/supervisor permission. Enabling recording access for an employee should simply allow them to access “My recordings” and their associated transcripts.

The problem is that there doesn't seem to be a permission such as: “Allow this user to access only their own recordings and transcripts, regardless of their role.”

That's what I think would be very useful, especially now that call transcription is becoming an important feature.

In other words, access to one's own recordings/transcripts should be independent from the broader recording permissions inherited from the user's role.

If anyone has found a way to display call recordings along with their transcripts for a user, I’d love to know about it. I’m also interested in the ability to search for a call by date from a standard user account—without having to go through the "Reports" tab, which is only accessible via an administrator account. Essentially, the goal is for users to be able to access their own reports without having access to all calls.