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Zendesk Talk feature that auto pauses and resumes call recording for PCI

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2024년 9월 10일에 게시됨

Zendesk Talk feature that auto pauses and resumes call recording for PCI. Manual pause and resume are open to Agent error and increase handling time, it also adds unnecessary actions and interrupts the flow of conversation with their customer.  


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Rohan Gupta

Zendesk Product Manager

Hi Joanne,

 

The ability for agents to pause call recording via a toggle in call console is already available. Article

However, I would like to drill-in a bit more on auto pause. 

Is the case where call needs to be transferred to a third for collecting the payment should the recording auto-pause? or When the agent is collecting cc information on the call the recording should auto pause? 

 

Thanks

Rohan

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Hi Rohan,

 

When the agent is collecting cc information on the call, manual pause and resume are open to Agent error and increase handling time, it also adds unnecessary action and interrupts the flow of conversation with their customer.  It would be great to have a feature where the system recognizes any PCI info and automatically pauses and resumes the call afterward.

 

Thanks

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Ferran Barneda

Zendesk Employee

Hi Joanne Atilano 

Thanks for your feedback.

Unfortunately, Talk cannot pause call recordings automatically at the moment. For now, we recommend you pause the recording manually, you can see the steps here.

There are 3rd party apps that offer this feature, that you could try. Here you have one:

Myna PCI Call Redaction - https://www.zendesk.com/marketplace/apps/support/141266/myna-pci-call-redaction/

Thanks,

Ferran

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