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Hi Chirag,

I came across a previous discussion with almost the same scenario:

https://community.genesys.com/discussion/issue-with-copilot-auto-summary-capturing-hold-audio

In that discussion, Copilot was capturing customer-side audio while on hold. The External Trunk > Media > Optional Recording setting for Holds was discussed, but the same compliance constraint came up - the hold audio needed to be retained, so disabling it wasn't an option. The discussion also raised the possibility of this affecting Knowledge surfacing and other Copilot features.

I also checked the current Copilot settings and couldn't find an option to specifically pause/freeze knowledge suggestions while the interaction is Held:

https://help.genesys.cloud/articles/configure-the-genesys-agent-copilot-settings/

Based on the current documentation, I couldn't find a supported way to retain the required hold audio while selectively preventing Copilot knowledge suggestions during Hold.

Hopefully someone can confirm if there is another approach.

Hope this helps!

Hi Chirag,

Can you try enabling the new auto-suggestion settings (Detect knowledge questions and Refine search queries) in your Agent Copilot settings? This may reduce knowledge suggestions appearing when the call is on hold, especially if it's just chitter chatter, as the setting intelligently detects if the customer is saying something that warrants a knowledge search.

Amanda

Hi Chirag,

I came across a previous discussion with almost the same scenario:

https://community.genesys.com/discussion/issue-with-copilot-auto-summary-capturing-hold-audio

In that discussion, Copilot was capturing customer-side audio while on hold. The External Trunk > Media > Optional Recording setting for Holds was discussed, but the same compliance constraint came up - the hold audio needed to be retained, so disabling it wasn't an option. The discussion also raised the possibility of this affecting Knowledge surfacing and other Copilot features.

I also checked the current Copilot settings and couldn't find an option to specifically pause/freeze knowledge suggestions while the interaction is Held:

https://help.genesys.cloud/articles/configure-the-genesys-agent-copilot-settings/

Based on the current documentation, I couldn't find a supported way to retain the required hold audio while selectively preventing Copilot knowledge suggestions during Hold.

Hopefully someone can confirm if there is another approach.

Hope this helps!

Hi Amanda, this option is already enabled. Is there a way to completely suppress the listening portion while putting customer on hold?

Hi Chirag,

Can you try enabling the new auto-suggestion settings (Detect knowledge questions and Refine search queries) in your Agent Copilot settings? This may reduce knowledge suggestions appearing when the call is on hold, especially if it's just chitter chatter, as the setting intelligently detects if the customer is saying something that warrants a knowledge search.

Amanda

Hi Chirag,

I came across a previous discussion with almost the same scenario:

https://community.genesys.com/discussion/issue-with-copilot-auto-summary-capturing-hold-audio

In that discussion, Copilot was capturing customer-side audio while on hold. The External Trunk > Media > Optional Recording setting for Holds was discussed, but the same compliance constraint came up - the hold audio needed to be retained, so disabling it wasn't an option. The discussion also raised the possibility of this affecting Knowledge surfacing and other Copilot features.

I also checked the current Copilot settings and couldn't find an option to specifically pause/freeze knowledge suggestions while the interaction is Held:

https://help.genesys.cloud/articles/configure-the-genesys-agent-copilot-settings/

Based on the current documentation, I couldn't find a supported way to retain the required hold audio while selectively preventing Copilot knowledge suggestions during Hold.

Hopefully someone can confirm if there is another approach.

Hope this helps!