Important Note: Secure Pause is only available to agents using a Genesys Cloud phone. Agents using a remote station or phone number should not use Secure Pause.
How to Use Secure Pause
1. Access Call Controls:
While on a live interaction, go to the Calls or Interactions tab. You will see all call controls, including the Secure Pause button.
2. Start a Secure Pause:
Click the Secure Pause button. When Secure Pause is active, the icon will turn red, and a timer will start in the interaction summary.
3. End a Secure Pause:
To stop the Secure Pause, click the Secure Pause button again. The timer will stop, and the icon will revert to its normal greyscale state.
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- Note: Secure Pause can be started and stopped multiple times throughout the same call.
Viewing a Secure Pause Call Recording
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Locate the Recording:
Secure pause call recordings can be found by searching the Interactions section of Genesys Cloud like any other recording. -
Identify Secure Pause:
When reviewing a recording with a Secure Pause, you’ll notice a pause symbol where the Secure Pause occurred.
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View Pause Details:
Hover over the pause icon to see the duration of the Secure Pause.
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Listen to the Recording:
While listening to the recording in Genesys Cloud or after downloading, you will hear a single beep in place of the time that was removed due to the Secure Pause.
Test Call recording :