Workforce Optimization Pause and Resume
This topic details the different ways to achieve Workforce Optimization initiated pause and resume functionality for compatible Workforce Optimization integrations. If Workforce Optimization initiates pause and resume, the Workforce Optimization side of the integration is conducting pause and resume. However, if Workforce Optimization ingests pause and resume, the third-party system Workforce Optimization integrates with is conducting pause and resume. Whether Workforce Optimization ingests or initiates pause and resume varies per integration.
NOTE Consult the integration guide for your CCaaS vendor or consult with your Provider Account Representative to learn if Workforce Optimization initiated pause and resume is supported for your integration.
Workforce Optimization initiated manual pause and resume for audio and screen recordings
Workforce Optimization initiated manual screen recording pause and resume can be achieved using recording controls. Workforce Optimization offers three recording control options. All recording control options offer audio and screen recording pause and resume, with the exception of the standalone recording controls application for certain CCaaS vendor deployments.
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Recording Controls standalone application —
The Recording Controls standalone application is automatically installed with Smart Desktop. Recording Controls enables an agent to start, pause, resume, and stop audio, screen, and keystroke recording for active calls, as well as tag calls and add metadata to them.
Using Recording Controls is optional.
NOTE The Recording Controls application is not supported with certain CCaaS vendor deployments.
The Recording Controls executable is installed here:
C:\Program Files (x86)\Calabrio ONE\Desktop\Active\bin\DCC.exe
In the Start menu, the application is named Workforce OptimizationRecording Controls and by default is under Workforce Optimization.
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Recording Controls page — The Recording Controls page in Workforce Optimization allows you to manually pause and resume audio and screen recordings directly. Additionally, you can perform all of the actions available in the Recording Controls standalone application such as tagging calls.
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Recording Controls API —The Recording Controls API exists at the server level. It provides a means for users to create an external application that interfaces with Workforce Optimization. The API allows you to pause and resume audio and screen recordings. See "Recording Controls API" in the Workforce Optimization API Reference Guide.
Workforce Optimization initiated automated pause and resume for audio and screen recordings
You can conduct Workforce Optimization automated audio and screen recording pause and resume using desktop item events. Desktop item events consists of triggers and actions. Triggers are what a user does that causes Smart Desktop to perform an action. Desktop item events can be configured on the Desktop Manager page, which allows you to control how Workforce Optimization responds when users access websites and applications. These events are triggered by Smart Desktop on the agent’s computer at run time. Smart Desktop monitors for events throughout a user's logged in session, and Smart Desktop triggers an action when it detects an event. Therefore, you must have Workforce Optimization Smart Desktop and a Workforce Optimization Desktop Analytics extension for your browser.
Prerequisites
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A configured desktop item event to automate pause and resume actions
The following is an event example.
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Start trigger |
What the user does that starts the system action |
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System action |
What Smart Desktop does when the Start Trigger happens |
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Action duration |
How long before a stop action happens automatically instead of by a stop trigger |
|
Stop trigger |
(optional) What the user does that stops the system action |
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Stop action |
(optional) What Smart Desktop does when the Stop Trigger happens |
See Configure desktop item events to learn how to configure desktop item events.
Pause and resume availability per integration
| Integration | P&R* | Audio P&R | Screen recording P&R | Additional requirements** |
|---|---|---|---|---|
| Amazon Connect | Yes | Manual and Auto | Manual and Auto | Yes |
| Cisco Webex Contact Center*** | Yes | Manual | Manual | No |
| Twilio Flex | Yes | Auto | Auto | Yes |
* P&R stands for pause and resume.
** Requirements in addition to the recording controls necessary for manual pause and resume, and requirements in addition to the Smart Desktop Client, Desktop Analytics browser extension, and configured desktop item events necessary for automatic pause and resume. For example, you need a separate automated pause and resume plugin for Twilio Flex in addition to the requirements previously listed. Learn more about additional requirements in integration documents.
***Cisco Webex Contact Center (CWCC) has two options for pause and resume. One option is for manual pause and resume, which uses Cisco Agent Desktop. The second option is for automated pause and resume, which requires Cisco APIs. For the API-based option, the API commands have to be sent to the Cisco Smart Desktop software for it to redact audio. Redacted audio from the pause and resume data is synced from CWCC to Workforce Optimization. Once Workforce Optimization ingests the redacted audio, if screen recording is involved, Workforce Optimization auto-redacts the screen based off of the redacted audio prior to the contact being presented in Workforce Optimization. Both manual and automated pause and resume options require the user to have Cisco Agent Desktop software installed. The Workforce Optimization manual and automated pause and resume options are not applicable to the CWCC integration. Workforce Optimization automatic pause and resume is not available because the RTP signal, which is required for Workforce Optimization initiated automated events, is not going through Workforce Optimization.
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