(Updated) Automatic recording and transcription for Teams Call Queues

🚨 The Signal: Teams Call Queues now support automatic recording and transcription, storing data in SharePoint. This introduces new data governance and privacy considerations for organisations handling customer interactions.

The Impact

Admins and Call Queue agents are affected, with the primary security risk being uncontrolled access to sensitive customer call recordings and transcripts.

• Call Queue Admins: Risk of misconfiguration leading to unauthorised data exposure.
• Call Queue Agents: Potential for sensitive customer data to be accessible without proper controls.
• Organisations using Teams Phone: Increased data storage and privacy compliance burden.
• Users with Teams Premium: Risk of unauthorised access to recordings if not properly secured.

The Action

1. Review and update data retention policies for call recordings and transcripts.
2. Configure access controls for recordings in SharePoint and the Queues app via Teams admin center.
3. Implement a process for regular auditing of call queue recording settings and access permissions.
4. Communicate new recording policies and agent access controls to all affected staff.
5. Assess the privacy impact of automatic recording and transcription on customer interactions.

Domain: Teams · Impact: high · Workload: Teams