Simulated Pause & Resume

Overview

In the industry, a prevalent use case is the "Pause and Resume" technique. This involves the agent temporarily halting the recording when the customer discusses confidential information, such as their Social Security Number. After receiving the information, the agent will then resume the recording.

This example walks you through configuring the system for Simulated Pause and Resume using the sample call below.

Sample Call

The first step in the process is to identify the Pause and Resume within a call.

Pause - Can be triggered when:

• The agent thanks the customer for calling, or

• The agent asks the customer for their personal information

Resume - Can be triggered when:

• The agent says "Thank you", and/or

• The agent says "Help you today"

Sample Call

Insight Configuration

Create the Pause Insight

Create the Resume Insight

Configure Program

Enable Simulated Pause and Resume from the Special Handling tab on the program.

Inspect Results

Inspect redaction results.

With Spotlighting

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Without Spotlighting

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