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
- 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.
The controls run in a row across the top of the interaction panel, to the right of the caller's name: dialpad, mute, hold, transfer, add participant, the Secure Pause padlock, and end call. Below them, Interaction Details lists the Interaction Type (Call) and Interaction State (Connected).
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.
The padlock turns red in the control row, and the call's entry in the Active Interactions list on the left gains a red padlock with its own running timer (for example 0:41) beneath the call timer.
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.
- Note: Secure Pause can be started and stopped multiple times throughout the same call.
Viewing a Secure Pause Call Recording
- 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.
In the recording player the marker is a small double-bar pause icon sitting on the progress bar beneath the waveform, at the point in the timeline where the Secure Pause occurred.
- View Pause Details: Hover over the pause icon to see the duration of the Secure Pause.
A Pause pop-up opens showing Time (the point in the recording, for example 127.3 seconds), Duration (shown as 0.0 seconds) and a Description such as Secure Pause (15.5 seconds), which gives the length of the Secure Pause.
- 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.
A call with several Secure Pauses shows one pause marker per pause along the progress bar, and the waveform above each marker is a short isolated spike where the beep plays.