Automatic Pause and Resume - Guide
Some features are only supported in hybrid deployments!
The Automatic Pause and Resume application (APR) automatically pauses the recording of audio and screens as the Customer Support Representative enters sensitive customer data (such as payment card details). It also automatically resumes the recording immediately when data is no longer visible on the agent's screen. This functionality ensures compliance with the Payment Card Industry Data Security Standard known as PCI DSS.
APR uses trigger events from the agent's application (installed on the agent's local machine) to pause the recording. In the final recording, there is silence, and the screen capture is frozen for the period when confidential details are collected.
The following diagram shows the location of the APR application within the system:
