Description:

Currently, in RingCX, the only way to enable Call Monitoring/Listening functionality is by changing an Agent's role to Supervisor. However, this creates a significant data visibility issue, as it grants Supervisors access to queues and information beyond their designated team or group, which may include sensitive data from other departments or companies.

Request:

We would like to request the implementation of a granular permission setting that allows users with the Agent role to be granted Call Monitoring privileges for a specific group of agents or queues only, without the need to elevate them to a Supervisor role.

Proposed Solution Features:

Add a "Call Monitoring" permission toggle to the Agent role settings.

Allow Admins to assign monitoring access to specific queues or agent groups.

Prevent monitored Agents from viewing or accessing unrelated queues or data.

Benefits:

Maintains strict data segmentation and confidentiality.

Enables team leads or quality assurance agents to monitor calls without overreaching permissions.

Supports compliance and auditing policies more effectively.

Improves operational flexibility without compromising security or visibility boundaries.

This enhancement would greatly improve our ability to manage teams efficiently while maintaining data integrity and access control within the RingCX platform.