The Pause or Resume feature in Screen Recording enables businesses to control when an agent’s screen is recorded during a workflow, helping maintain privacy and ensure compliance with organizational policies. Configured through Guided Workflow, this feature allows you to define actions such as pausing, resuming, or deleting recordings at specific steps. It offers key benefits including enhanced privacy by avoiding recording during sensitive tasks (like handling payment or personal data), improved compliance by resuming recordings when required for audits, greater flexibility through dynamic workflow-based configurations, and a better agent experience by ensuring sensitive screens are not captured.

• Resume - Starts or resumes screen recording from the point where it was paused. For example, Resume recording after an agent finishes entering confidential payment details.

• Pause - Temporarily stops screen recording without ending the session. For example, Pause recording when an agent navigates to a screen showing the customer’s personal identification details.

Configuring Pause or Resume

Perform the following steps to configure or implement Pause or Resume in screen recording.

1. Click the New Tab icon. Under the Sprinklr Service tab, click Guided Workflows within Resolve.

2. To create a new Guided Workflow, click +Add Guided Workflow or hover over the Options icon and click Edit Workflow.

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3. Click the + sign and add a Transition Screen.

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4. In the Transition Screen, select Transition Action as Record Screen.

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   A new field is displayed: Screen Recording Action on the same Transition screen.

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5. Select Resume, Pause or Delete from the Screen Recording Action drop down list.

   ​Key components

   Resume

   Use Resume to restart screen recording after it has been paused.

   • Purpose: Continues screen recording from the point where it was paused.
   • Typical use: Resume recording after completing a task that involves sensitive information.
   • Example: Resume recording after an agent finishes entering confidential payment details.

   Pause

   Use Pause to temporarily stop screen recording without ending the recording session.

   • Purpose: Suspends screen recording until recording is resumed.
   • Typical use: Pause recording when sensitive or private information appears on the screen.
   • Example: Pause recording while an agent accesses a page that contains a customer's personal identification information.

   Configure pre-pause recording blocking

   To help protect sensitive information, you can configure Screen Recording to remove a portion of the recording captured before the Pause action is triggered.

   In some cases, sensitive information such as personally identifiable information (PII) or payment card information (PCI) may appear on the screen before an agent has time to pause recording. To reduce the risk of retaining this information, the system can remove a configurable amount of recorded content that precedes the pause event.

   By default, the system removes the 10 seconds of recording immediately before the pause action. This setting helps prevent sensitive information from being stored in the recording, even when the information becomes visible shortly before recording is paused.

   Note: Configuring the pre-pause recording block interval requires backend implementation by the development team.