Call recordings are among the most sensitive data a contact center holds. The controls below are the ones that come up in security review, and they are configurable rather than something to request.
Administrators manage the account and its configuration. Primary users work with dashboards and reporting with limited settings access. Secondary users upload, view and download without touching configuration. The product shows the full capability grid in-app, so an administrator can see exactly what a role permits before granting it.
Beyond roles, users are scoped to the whole organisation, to a department, or to their own calls only. The restriction is applied where the data is fetched rather than filtered afterwards — including for the AI Assistant, which cannot return rows the asking user is not entitled to see.
Individual users can enrol a time-based authenticator app. Administrators can also require it across the entire account in one action, and are told how many users were successfully upgraded. Users who have not yet enrolled are intercepted and sent to setup rather than left non-compliant.
Set how long recordings and transcripts are kept. Past that window, recordings are deleted automatically from storage rather than merely hidden. Changing the window is an explicit, confirmed action, so retention is not adjusted by accident.
Recording file names often contain a phone number or account ID. Masking hides all but the trailing characters everywhere the name appears — dashboard, call history and exported reports — so the identifier is not exposed to every user who can see a scorecard.
Score overrides keep the original AI score retrievable, so a corrected call shows what changed. Ingestion filter rules record who last modified them and when. Sessions refresh on a fixed cycle and log out on inactivity.
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Questions
Three tiers: Administrator with full access, Primary with dashboards and reporting plus limited settings, and Secondary limited to uploading, viewing and downloading. The full capability matrix is visible in-product so administrators can confirm what a role allows before assigning it.
Yes. Users are scoped to the organisation, to a single department, or to their own calls only. Scoping is applied where data is fetched rather than filtered afterwards, and it applies to the AI Assistant as well.
Yes. Individual users can enrol a time-based authenticator app, and an administrator can require two-factor across the whole account in one action. Users who have not enrolled are redirected to setup.
For as long as you configure. Retention is a setting, and once a recording passes the window it is deleted from storage automatically rather than hidden. Changing the retention window requires explicit confirmation.
Yes. File-name masking hides all but the trailing characters of every recording name across the dashboard, call history and exported reports, so identifiers embedded in file names are not exposed to everyone who can view a scorecard.
Yes. When a supervisor overrides an AI score, the original score remains retrievable, so any corrected call shows both what the AI produced and what it was changed to.
Related
Push recordings to Xperia's API, let Xperia pull them from your endpoint, or upload in the browser. Sampling limits and metadata filter rules control exactly which calls are analysed.
Xperia scores every call against 48 quality dimensions across 10 categories. Weightings, pass criteria and the parameters themselves are configurable per department.
Every account starts with $3 of free credit — around 75 minutes of call analysis. No card required.
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