OpenText_Agent2 | 2021-05-04 22:24:09 UTC | #1
If an agent initiated Secure Pause is invoked during a consultation call, the consultation recording will show two Secure Pauses in the annotations. One will be the legitimate one and other will always be a 2 second duration and the location will be at the end of the recording. This is only for the consultation recording. The "customer" recording will have only a single legitimate secure pause. The 2 sec secure pause does not show up in the playback of the recording through Genesys Performance => Interactions. API call used: GetConversationRecordingAnnotations
Update: The extraneous 2 sec Secure Pause annotation occurs even if a Secure Pause is not invoked on the consult portion.
system | 2021-06-04 21:52:17 UTC | #2
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