Introduction

In many contact center operations, it is mandatory to protect sensitive customer information, such as passwords, credit card numbers, or restricted personal data.

For these cases, wolkvox Studio includes two components in the “Basics” group, exclusive to Agent Scripting, which allow you to control call recording directly from the flow:

• Pause REC: temporarily stops the recording.
• Unpause REC: resumes the recording after the pause.

These components do not have a configuration panel: their operation depends solely on the position you give them within the agent's script. Below, you will see how to use them step by step.

Configuration

Step 1: Insert the Pause REC component to stop recording

No further configuration is necessary: upon reaching this component during the call, the recording will automatically stop.

Step 2: Insert the Unpause REC component to resume recording

Once the block where the agent collects sensitive data is defined, decide at which point you want to start recording the call again.

Just like with Pause REC, you do not need to configure additional fields: upon reaching this component, the call recording will resume.