Genesys Cloud - Main

Hi all,

Our organization uses Secure Pause to mask credit card details during inbound call transactions.

We've noticed some incidents where agents select the Secure Pause icon in the UI but do not appear to deselect it after completing the transaction and it remains active until the interaction disconnects. 

As a result, everything after the intended Secure Pause call transaction is not recorded / transcribed.  

In both the UI and API Explorer, when this happens, the Real-time Duration is compressed to 2 seconds, regardless of how long Secure Pause applied.

Example from the attached screenshot:

• • Inbound agent interaction: 4:35
  • Recording length: 37 seconds
  • Real-time duration: 2 seconds

Should the Real-time Duration reflect the actual time spend on Secure Pause or would you expect it to show 2 seconds?