@Ricky Phung Thanks. I think it was just a better way to see that the secure pause was still active. A second timer is more visible than a lock that turns red. Probably just takes getting used to.
Automatic return to recording is a good idea, but might be too rigid for us.
More serious seems to be that the information provided in call transfers has changed significantly. A transfer to an ACD used to show information indicating that it was transferred internally. Basically, the agents used to be able to see who it was transferred from in the box below. Vice versa when they transferred a call out to a queue, they could see the agent it connects with rather than just the queue. Now it looks like a new call.
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Sven Schiller
Kognitiv
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Original Message:
Sent: 01-27-2022 11:59
From: Ricky Phung
Subject: Secure Pause timer removed recently?
Hi Sven,
It was removed intentionally. What role does knowing secure pause elapsed time play in your business operation?
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Rick Phung
Genesys - Employees
Original Message:
Sent: 01-27-2022 10:06
From: Sven Schiller
Subject: Secure Pause timer removed recently?
My agents are complaining that the recent (Jan 19th) update to the agent interaction UI (we use the desktop app) has removed the timer that was displaying the elapsed time in secure pause mode. I have opened a case with support, but they don't seem to understand the issue.
Is this a bug or was it removed intentionally, and is there a way to get it back?
Thanks,
#Omni-ChannelDesktop/UserInterface
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Sven Schiller
Kognitiv
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