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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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