Krisp CX Bridge

Krisp CX Bridge is a browser extension that lets Krisp work reliably with web-based calling applications. It watches the agent's contact center application and tells the Krisp app when a call is actually happening, so Krisp can capture accurate call data for performance analytics and call quality monitoring. The extension works alongside the Krisp app and applies to teams using device, email, or SSO login methods.

What Krisp CX Bridge does

The extension acts as a communicator between the calling application and the Krisp app. It detects key call information and sends it to the app. Captured data includes:

• Call start, hold, and call end events
• Caller ID, Call ID, and Agent information
• Queue (skill) name.

With this information, Krisp can:

• Process only real calls, so analytics reflect actual call activity rather than general microphone usage
• Pause capture while a call is on hold, so hold music is not recorded
• Suggest a language for Voice Translation and Accent Conversion automatically based on the call's skill or queue
• Match Voice Security records and Live Monitoring alerts to the actual call.

For the list of supported contact center platforms, see Krisp CX Bridge supported platforms. The same article lists platforms that can connect to Krisp directly as a call source, without the extension.

Deployment scenarios

Krisp CX Bridge supports two deployment scenarios, based on where Krisp and the CCaaS (Contact Center as a Service) application run.

Local mode (default)

Krisp and the CCaaS application run on the same machine. This is the standard setup for agents working on a desktop or laptop, and the default when no mode is configured. The extension and the Krisp desktop app communicate directly, and agents do not need to log in to the extension separately.

• The Krisp desktop app must be running. If it is not, the extension keeps retrying and the agent sees a message that it can't connect to the Krisp desktop app
• When something goes wrong, Admins see the specific cause in Live Monitoring, for example, the extension is not installed or not connected.

Remote mode (VDI)

The CCaaS application and browser run in a virtual desktop (VDI) session, while the Krisp desktop app runs on the agent's own computer. Because the two can't communicate directly, Krisp cloud relays the call status to the agent's Krisp app.

Keep the following in mind when using Remote mode:

• Your IT team must deploy a browser policy that sets Remote mode, and Remote mode must also be selected in the Admin Portal. If the two settings don't match, the connection fails
• Each agent must log in to the extension. No connection is attempted until the agent logs in
• The extension needs network access to Krisp cloud. If the connection drops, it retries automatically
• Genesys Cloud in VDI does not report the call's skill, so skill-based Voice Translation and Accent Conversion are not available there
• Connection problems appear as "not connected" to both agents and Admins, without a more specific cause.

Enabling Krisp Bridge

Krisp Bridge is off by default. It is enabled by Admins and is available to all Enterprise teams, regardless of pricing plan.

1. In the Admin Portal, go to Team Settings >>> Setup >>> Krisp Bridge
2. Turn on Enable Krisp Bridge
3. Select the deployment mode: Local mode or Remote mode.

After enabling, install the extension on each device. The install links are available on the same page. For browser store links, organization-wide deployment, network requirements, and permissions, see Deploying Krisp CX Bridge.

Linking the extension in Remote mode

In Remote mode, each user logs in to the Krisp CX Bridge extension inside the virtual desktop to link it to their Krisp desktop app. Call data is not captured until the user logs in. In Local mode, this step is not needed.