Call recordings now have granular access controls — so agents can only listen to their own calls.

Two new permissions now govern call recording playback in EdgeTier: Play All Call Recordings and Play Own Call Recordings. Admins can assign these independently to any role, giving full control over who can listen to what.

What's new

Previously, any user who could view an interaction could also listen to its call recording. EdgeTier now separates viewing an interaction from listening to its recording. The two new permissions work as follows:

• Play Own Call Recordings — the user can listen to recordings of calls they personally handled, but not calls handled by other agents.
• Play All Call Recordings — the user can listen to any call recording in the system, regardless of which agent handled it.

These permissions can be assigned to any role in Settings > Roles & Permissions, independently of each other and of existing interaction-viewing permissions.

What this looks like in practice

• A contact centre that needs to meet voice data privacy requirements can restrict agents to their own call recordings, while allowing team leads and managers to listen to any call.
• An agent reviewing their own performance can still access their full call history without needing broader access across the team.
• A QA reviewer who needs to listen across the team gets the broader permission, scoped to their role — without affecting how agent roles are configured.

A few things worth knowing

• By default, the Agent role will be assigned Play Own Call Recordings only. Agents retain full visibility of contact interaction history; only call audio from other agents is restricted.
• Roles with neither permission cannot listen to call recordings at all — they can still view interaction details and transcripts.
• Existing roles will need to be reviewed and updated in Settings > Roles & Permissions to reflect the permission model your team requires.