Zoom Phone: Compliance Admin auditing

[sgmathew11]

Hey Everyone!

We want to know if there are ways to track if our managers are listening to call recordings made by juniors. The managers should be auditing the calls for quality and our Compliance team monitors the managers to ensure they are doing their checks. 

I checked the admin activity logs but cannot see if people are playing the recordings in the Zoom Phone logs sections. We don't want our managers to be able to download /delete the recordings; I know if they download the recordings we can create a trail but we would like to not consider this as a solution. 

If anyone has a solution let me know. Or is this something we would need Zoom Contact Center for....

[Vinnie · Accepted solution]

Hello @sgmathew11 

I guess it depends of how the "monitoring is done.

Check in the Zoom Portal: "Account Management > Reports > User Activity Reports > Phone System Operation Logs" and look for "Barge Monitor Whisper" to verify is this is what you are looking for.

If this helps, please mark (Accept as Solution).

Vinnie.

[Vinnie · Accepted solution]

Hello @sgmathew11 

I guess it depends of how the "monitoring is done.

Check in the Zoom Portal: "Account Management > Reports > User Activity Reports > Phone System Operation Logs" and look for "Barge Monitor Whisper" to verify is this is what you are looking for.

If this helps, please mark (Accept as Solution).

Vinnie.

[sgmathew11 · Accepted solution]

While this wasnt what I was looking for you led me to the right area haha. In categories after finding "Recordings" I was able to find the audit trail we are looking for. 

[Vinnie]

Happy to help. Do you mind telling how the monitoring is done and what was the correct report? Others might benefit from this.

Thank you.

Vinnie

[sgmathew11]

Compliance Admin who can look at Call queue Admins and Recording Admins user activity logs. The compliance admin will check the activity logs to see if the other admins are monitoring the call queues and checking the recordings. With this setup we can see which recordings they are looking at and which calls the admins are checking. Thereby ensuring the compliance admins can check and verify that the managers are doing the monitoring audits.

I hope that helps!