In the system, ongoing conversation recordings can be listed by selecting the Conversations / Ongoing submenu. The group level and administrator privileges decide whether or not this function can be accessed and which ongoing recordings are displayed.
The followings apply to ongoing conversations:
- The page displays conversations that have no end date set (yet).
- Information obtained or calculated at the end of the conversation is not available: e.g. Duration, End Date, End Time, End Date-Time.
- The conversation cannot be played back unless it is trader voice recording where call splitting is active.
- The conversation cannot be downloaded (nor individually or using the multi-record download).
- Silent monitoring can be invoked on ongoing voice conversations.
- Recording can be started or stopped for voice recording if controlled recording is configured, see Using the start/stop controls .
- Recording can be paused or resumed, see Using the pause/resume controls.
- Ongoing chat conversations are displayed for integrations using the standard data model, but integrations using the advanced chat data model are not (e.g. Microsoft Teams). For more information, see Data models.
- Labels and legal holds can be added to conversations.
- Conversations can be added to cases.
- Custom metadata can be entered and attached to ongoing conversations.
- E-mails can be sent with a URL link pointing to an ongoing conversation.
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In certain error situations, conversations might remain on the ongoing list even after they are over. This behavior is always a fault that the support team should investigate. The ongoing conversations started more than two days ago can be forcibly removed by using the System / Database / Database Purging menu. |
Refreshing the page
To refresh the ongoing conversation page only once, press the 
icon.
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