Genesys Cloud - Main

I'm aware of the feature to enable agents to enable secure pause from their own interactions however my org is looking into a feature that would restrict this ability to supervisors.

Scenario:

Agent receives request to not record the conversation from the caller. They raise this enquiry to their supervisor who in turn disables the recording option for the live interaction.

Is this scenario possible? Fine if no.

Additional bonus question: Is there a way to configure an audio announcement when the recording is paused?

#SystemAdministration

------------------------------
Natasha Hoefler
IT Engineer II
------------------------------

Hi Natasha,

I am not aware of a way to do this, maybe someone else in the community can confirm if they have found a way to do this.  It would probably be a good idea to add this to the Genesys Cloud Product Ideas lab 

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

While there is no out-of-the-box UI support for this particular use case, there is an API to issue Secure Pause on any conversations with a specific permission -- Conversation > Recording > PauseOthers -- without being a participant in the call.

------------------------------
Director, Product Management – Recording and Real-time Supervision
Workforce Engagement Management (WEM)
------------------------------