Call redaction allows agents to stop recording when sensitive customer information is being shared during a call. The time in which the agent has initiated call redaction won't be included in the call recording. This feature is ideal when asking customers to share PII.
To enable this feature, contact Support.
Feature details
Only agents assigned to calls from or to queues that have been specifically enabled will see the option to redact calls
Calls initiated from an enabled queue that are transferred to a queue without call redaction enabled won't have the call redaction feature available
Agents need to manually initiate and end the redaction
Agents will still be able to hear during the redacted section of the call while on the live call
Enable call redaction for inbound calls
Go to Settings > Queue.
Click Edit / View for the channels requiring call redaction (IVR / Mobile / Web).
Select the menu option to enable call redaction. The setting is only available for end-nodes, or child-menu options.
Toggle Enable Call Recording Redaction to the On position.
Repeat these steps for each queue menu.
Enable call redaction for outbound calls
From the Admin Portal, go to Settings > Call.
Call recording needs to first be enabled for Callback outbound calls or Agent Initiated outbound calls. For more information on these call recording types, see Recording Calls - Configuration Options.
Mark the checkbox to enable call redaction for either or both outbound call types.
Agent experience
From the Agent Adapter, while an active call from an enabled queue, click the Actions button, then click Redact.
A timer will begin and count the seconds in which call redaction is active.
When ready, click Stop Redacting.
Click the X in the Actions menu to return to the standard call adapter options.
CRM logging
When an agent uses the call redaction feature, the timestamps when the call redaction started and ended will be saved on the call record.