Transition Screen actions allow agents to perform specific call‑related tasks directly from Guided Path (GP) workflows during an active voice interaction in CTI. This enables agents to manage recordings and capture important conversation details without leaving the CTI interface.

Prerequisite

Ensure that Guided Path (GP) workflows are configured and enabled in CTI.

Supported Transition Screen Actions

• Call Recording Controls: Agents can manage call recordings directly from the Transition Screen using options to start, pause, or delete recordings. These controls allow agents to capture only the relevant portions of a conversation.

• Conversation Snippet Creation: Agents can create snippets during a live call to highlight key moments such as customer confirmations, important disclosures, or escalation points. Supported controls include start, pause, and delete snippets. Snippets help supervisors and quality teams quickly identify and review critical sections of calls, improving compliance and quality monitoring.

Agent Workflow Example

Agents can use Transition Screen actions during live calls by following these steps:

1. Open GP during a call in CTI: While on an active voice interaction, launch a Guided Path workflow.

2. Use GP with Record Call action: If the GP includes recording controls, agents can start or pause call recording directly from the Transition Screen.

3. Use GP with Create Snippet action: If the GP includes snippet creation, agents can start or pause snippet capture to highlight key conversation points.