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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 1, 2024 |
Business value
When the agent puts a customer on hold and removes the customer from hold, the call recording and transcription automatically pause and resume.
Feature details
When an agent puts a customer on hold, the system automatically pauses the recording and transcription. When the agent takes the customer off hold, the recording and transcription automatically resume.
This feature ensures the transcript doesn't capture what the agent says while the customer is on hold. Usually, the transcript is an exchange between the customer and the agent. This feature isn't available by default. Set it for each channel at the workstream level.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Call controls (docs)