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Sometimes we may have some special requirements for the recording management in the SAP Contact Center. What should we do if we would like that all the agents could listen to their own calls but couldn’t listen to others’ recording while the recording is set from queue settings?

I just learnt a way to meet this requirement. It is very interesting and I would like to share with you.

To do that, we could assign agents rights to listen queue group calls but do not assign them manage contact history rights to a queue group. In this way, agents can find only own calls from history tab, thus could only listen to their own calls.

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