We really like the Agent Assist feature but we do have a problem where we want to pause the transcription for a period of time but not the screen recording or, if possible, the voice recording.
The scenario we have is where we have a set of (unfortunately rather long) pre-recorded disclosure statements that the caller must listen to and accept before we can proceed. We do this by conferencing in an IVR.
We don't want to transfer the call away from the current Agent.
We'd rather not use the existing Secure Pause (manually or via API) as it stops recording everything.
We don't want Agent Assist to summarise the long disclosure <- this can sometimes cause the call to be too long for summarisation.
I can find no API to do this so I am guessing this has to go into the Ideas bucket unless anyone has some bright ideas?