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With Sonata RM you can group the Agents by Team, that way only the Supervisor is allowed to see the recordings of the Team to which it is associated.
In the Main Panel, the Agent can observe his last calls, the Supervisor can see the last calls of his Team, and the Administrator the last calls of the system.
It is possible to catalog the type of call using different color flags. These allow us to search for calls by flag type, for example Green Flag -> Sale, Red Flag -> Support, etc.