Your organization can record calls for training and quality purposes. If your organization prefers not to record any sensitive information in call recordings, then you must enable your agents to pause and resume voice call recordings during an interaction. In ServiceNow, the Interaction Controls Component (ICC) integration with CSM and SOW Configurable Workspaces enables agents to manage voice calls directly within their interactions screen using call controls. 

From the ICC call control features, agents can record the calls from the call control panel. The agents can start, pause, resume, and stop the call recordings. 

For more information, see Call controls in the ServiceNow UI workspace.

Sync secure pause of audio and screen recording

When an agent pauses the voice call recording, the screen recording also pauses (if enabled). Audio and screen recording therefore remain in sync, and prevents sensitive information from being recorded. Recording resumes when the agent restarts it. Train agents to hide sensitive information on their screens before they end a secure pause.

For more information, see Interaction Controls Component (ICC) call interaction features in ServiceNow and Screen recording overview in Genesys Cloud.