Understand voice transcripts

A voice transcript is a textual representation of the words spoken during a voice interaction and provides a view into the interaction between the customer and internal participants (that is, IVR, ACD, agent, conference, or voicemail). When an interaction involves audio input (not all interactions include audio) and voice transcription is enabled, the audio streams to a transcription service, which then transcribes the audio into text format. The visual representation of the transcription includes timing and speaker specific information.

Use the Transcript tab to get better insight into the content of voice interactions, to improve training and feedback for call center employees, and to identify business problems.

  • If a mid-call failure occurs, the system will not produce a voice transcription for that interaction.
  • The ability to generate voice transcripts that are shown in the Transcript tab is dependent on licensing, deployment type and language. For more information, see Configure voice transcription.
  • Transcripts are encrypted and are safely stored to protect them from unauthorized access. Transcriptions and recorded interactions use the same type of encryption. For more information, see Encryption key overview.
  • The language model used within the Genesys voice transcription capability is trained based on contact center conversations. As a result, it is best suited to transcribe those types of conversations.  Genesys voice transcription is not trained on general conversations and is not meant to be used as a generalized transcription engine.
  • When using a Genesys Cloud Voice or BYOC Cloud telephony connection, transcription occurs in near real time and is available in the user interface and API within minutes of the call completing.
  • As per the Payment Card Industry Data Security Standard (PCI DSS) guidelines, Genesys recommends the use of Secure Pause or Secure Flows to ensure no PCI data is transcribed and made available to Genesys Cloud users.

Key features

  • Readable – Transcripts include words that were detected in the conversation by the transcription engine.
  • Search – Transcripts include a local search option that enables you to quickly find exactly what you want within the transcript.
  • Timestamps – Transcripts include a timestamp for every speaker utterance. The timestamp enables you to easily find when a phrase was said.
  • Speaker identification – Speakers are identified throughout the transcript. The speaker can be a Customer, IVR, ACD, agent, conference, or voicemail. For more information, see the View who is talking during a voice interaction section in the Work with a voice transcript page.
  • Events panel – Contains two lists (positive and negative) of all the detected sentiment analysis markers together with their corresponding phrase. From the Events panel (located on the right side of the Transcript tab) you can filter the lists to only display positive markers, negative markers, or a combination of both. In addition, from the Events panel you can hover over the sentiment analysis marker and phrase to view a tooltip with the sentiment score and phrase.
  • Dialect and program indicators – Transcripts include visual indicators that provide information about the dialect and/or program associated with the transcript content. For example, in the image below, the dialect associated with the transcript is en-US and the program is Topic spotting UI testing. These visual indicators will appear in the transcript at the moment the language and/or program is changed.

      Click the image to enlarge.

      Voice transcript tab.