Genesys Cloud - Main

Hello Community hope you can help in solving why a call that was route to a queue was then pause at 39 seconds. What does Pause mean? The call was in Pause for a long time and not sure how to explain as there was a user onqueue at the time the interaction arrived at the queue.

Thank you all for your input.

#Routing(ACD/IVR)

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[Jesus] [Vallejo]
[Schneider Electric]
[Nuevo Leon][Mexico]
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Hello Jesus,

The Pause means that the voice recording was suppressed when the call was routed to the queue at the 39th second on the timeline. The Real-time duration represents the length of recording suppression, i.e. the caller was waiting in the queue for 1367 seconds on the timeline for the next Idle agent. 

Please go to the queue configuration (the queue where this call was routed to), select the Voice tab, and under this Tab, find the setting Continue voice recording during queue wait. By turning on/off this setting, you can enable or suppress voice recording while the caller is waiting in the queue. 

More can be found in the resource centre article set-behavior-and-thresholds-for-voice-and-chat-channels/

To suppress recording when caller is waiting in queue, disable i

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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