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.
- 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 three lists (topics, positive, and negative). The positive and negative lists show of all the detected sentiment analysis markers together with their corresponding phrase. The topics list is a list of the topic markers that appear in the transcript when a topic phrase is identified. 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, engine and program indicators – Transcripts include visual indicators that provide information about the dialect and/or program associated with the transcript content, and about who transcribed the interaction. For example, in the image below, the dialect associated with the transcript is en-US, the program is Topic spotting UI testing, and it was transcribed by Extended Services, Genesys, or Google. These visual indicators will appear in the transcript at the moment the language, program, or transcription engine is changed.
- Automatic redaction of sensitive information – Automatic reduction protects the privacy of your customers. It ensures that any sensitive data collected from an interaction is automatically redacted from voice transcripts, so that transcripts can be viewed without worrying about any confidential information being exposed (that is, PCI DSS Compliance Named Entities). For example, instead of a credit card number you will see [card number ]. Only users with the ViewSensitiveData permission, can access transcripts that are not redacted. For more information, see the View sensitive data section in the Work with a voice transcript article, and Enable automatic redaction of sensitive information.
Click the image to enlarge.