Pause and Resume

Pause and Resume provides the ability to pause and resume an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element.'s recording to prevent sensitive information from being recorded and played back. Pause and Resume is triggered by Contact_Pause_Record and Contact_Resume_Record events that are fired for a contact The entire communication experience for a customer, from beginning to end. based on DPA triggers, CRM application triggers, or Agent Initiated Monitoring (AIM).

When a Contact_Pause_Record event is fired, the recorder pauses the recording and replaces the voice, screen, video, and share recordings (if present) with alternate information so that those portions are not recorded and are not present for playback Process of selecting a recorded interaction, playing it back to listen to the call, and viewing the content of the interaction on the screen.. The recorder resumes the recording when it receives a Contact_Resume_Record event.

When playing back an interaction in which portions of the recording were paused, the paused portions are played back as follows:

  • Audio recording: A beep sound is played during a paused portion.

  • Screen recording: A blank screen is displayed during a paused portion.

  • Video recording: The video is frozen from where it is paused.

  • Share recording: The share is frozen from where it is paused.

When the recording is resumed, the video/share playback will initially appear pixelated, until the video stream is built up again.

In the Tags tab, you can view the Contact_Pause_Record and Contact_Resume_Record tags Time-stamped information items appended to interactions at different points of interest, including Annotations and Events. and move the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction. position to the relevant tag.