1. Executive Summary (The "What")

We request a system enhancement to ensure that a single call (e.g., Call 1) is logged as one continuous entry with one consolidated recording, even when a user places that call on hold to handle a second call (Call 2).

1. Current Behavior (The Problem)

Currently, when a user handles two calls simultaneously, the call log and recording for the original call are fragmented.

Scenario: A user is on an active, recorded call (Call 1).

The user places Call 1 on hold.

The user then makes or receives a second, recorded call (Call 2).

After handling Call 2, the user resumes Call 1 and completes it.

Result: The system logs Call 1 as two separate entries: one for the segment before the hold and another for the segment after the call was resumed. The recording is also split, making it difficult to follow the full customer interaction.

1. Desired Behavior (The Solution)

The system should "stitch" the segments of the original call together.

Call 1 should appear in the call log as one single entry from its initial start time to its final end time.

The history for this single Call 1 log should accurately detail the events (e.g., "Call Answered," "Placed on Hold," "Resumed Call," "Call Ended").

The recording for Call 1 should be one complete, consolidated audio file that captures all active portions of that specific call.

Call 2 (the separate call) should be logged as its own, entirely separate entry with its own complete recording.

1. Justification (The "Why")

Data Integrity & Accuracy: This provides a complete and accurate record of a single customer interaction without fragmentation.

Operational Efficiency: Managers, QA teams, and users will save significant time as they will no longer need to manually search for and piece together multiple call logs and recordings to understand one conversation.

Improved Quality Assurance: Enables seamless review of the entire customer journey, leading to better service quality and more effective coaching.

Reduced Confusion: A unified log provides a clear, intuitive history, reducing administrative errors and improving the user experience.