Work with a digital transcript

  • Genesys Cloud EX license
  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4 license
  • Speech and Text Analytics Upgrade Add On
  • Recording > Recording > View or Recording > RecordingSegment > View permission
  • Speech and Text Analytics > Data > View permission

    The Transcript tab provides the speaker a separated transcription of the digital conversation that occurs between a customer and an agent. Transcripts provide insights of what took place in the interaction and allows you to uncover business problems and areas of opportunity.

    A digital transcription is either an email, chat, or message channel.

    Notes:

    • To work with a digital transcript, first select an interaction whose transcript you want to view. You can select an interaction from the results of an interaction search or a content search. 
      • Interaction search – The interaction search results are based on metadata only. For more information, see Interactions view.
      • Content search – The content search results are based on transcript content, speech analytics data, or both. For more information, see Content Search view.
    • Unlike a chat or message transcript, the email transcript includes recording information.

    When you work with a digital transcript, you can perform these tasks:

    1. Click Performance > Workspace > Interactions.
    2. Click the row of the interaction whose transcript that you want to view.
    3. Click the Transcript tab.

    Notes:
    • Transcripts for email interactions include a Toggle HTML option. This option enables you to view the email as plain text with markers.
    • The toggle HTML button enables HTML for the emails in a thread.
    • An email transcription that you view in HTML does not include topic and sentiment markers. Also, search is not available.
    • For email interactions, the entire email thread appears in the Transcript tab. The most recent email appears at the top of the Transcript tab.
    • Genesys Cloud only creates transcripts for emails up to 1MB.
    • For Interactions under 250 KB: HMTL toggle is off by default.
    • For Interactions 250 KB – 1MB: Toggle HTML always on – local search is unavailable; events appear in the events panel and header but not in the email body.
    • For Interactions over 1 MB: Not supported

    Click the image to enlarge.

    Digital Transcript view with AI summary

    An email’s recording information appears inside the email. Recording information for a chat or message appears in the Details tab.

    1. Click Performance > Workspace > Interactions.
    2. Click the row of the interaction whose transcript that you want to view.
    3. Click the Transcript tab.
    4. On the right side of the email, click the blue settings icon. 

    The recording information appears below the email title. For more information, see the Recording Information section in the View an interaction’s Details tab article.

    Click the image to enlarge.

    Digital Transcript view with AI summary

    1. Click Performance > Workspace > Interactions.
    2. Click the row of the interaction whose transcript that you want to view.
    3. Click the Transcript tab. 

    The following image represents a chat transcript.

    Click the image to enlarge.

    Digital Transcript view with AI summary

    1. Enter the word or words that you want to find in the Search field of the Transcript tab.
    2. Press Enter.

    Notes:
    • The Search field contains the number of instances the searched word or words appear in the transcript.
    • When working with an email transcript that contains more than one email, the number of searched words found for the specific email, appears in the email title on the right.
    • You can move from one found instance to another using the next and previous arrows in the Search field.
    • Every instance of the searched word or words found in the transcript is highlighted with a yellow background.
    • The word or words highlighted in orange indicate the current instance of the searched word or words, out of the total number of instances found in the transcript.

    The words and sentences in the transcript are divided into customer and agent sections. On the left side of the page, every section includes a time stamp and an icon that indicates when the customer or the agent sent the message or chat.

    Customer and agent transcript icons

    Click the image to enlarge.

    Digital Transcript view with AI summary

    Notes:

    • Within the chat and message transcript, visual indicators provide information about the participant and program associated with the transcript content. For example, in the previous image, you can see when the participants James Bond and TC68964 joined and exited the chat. These visual indicators appear in the transcript at the moment the participant or program changes.
    • Within an email transcript, there is only a visual indicator about the program associated with the transcript content.
    • Within a digital transcript, a bot and a flow are represented by the same icon. bot/flow To see the bot/flow section of the transcript, click the bot/flow header to expand the conversation.

    1. Click Performance > Workspace > Interactions.
    2. Click the row of the interaction whose transcript you want to view.
    3. Click the Transcript tab.
    4. Click the Copy Transcript option (Copy transcript) in the upper right corner of the transcript. 

    Notes:
    • The Copy transcript option in a digital transcript is only available for message, and chat interactions.
    • If a user does not have permission to view sensitive data, the data is masked.

    The following metadata is copied.

    • Interaction Type
    • Interaction ID
    • Message Type (only available for a message interaction)
    • Start Time (User’s timezone)
    • End Time (User’s timezone)
    • Duration
    • Internal Participant(s)
    • External Participant(s)
    • Transcript:
      • Date/Time (User’s timezone)
      • Participant Type (Internal/External)
      • Participant
      • Text
    • Interaction Summary

      Customers can use Supervisor AI Features without any token consumption until April 30, 2025. While Genesys anticipates token consumption to begin on that date, the timing is subject to confirmation. For more information, see Genesys Cloud AI Experience tokens metering and pricing.

    Translate a transcript on demand is a feature designed for supervisors and contact center managers. It allows you to convert the text of an interaction’s transcript (whether from chat, digital messages, or emails) into your preferred dialect. This translation appears directly beneath the original transcript, helping you quickly understand the content even if the interaction was conducted in another language or dialect.
    For information about pricing, see Genesys Cloud AI Experience tokens metering and pricing.

    Key points:

    • Availability
      • The translation option is available on the Interaction Details page when a transcription is present.
    • Types of interactions supported
      • Chats, digital/web messages, and email interactions (body only) can be translated.
        Interactions with an HTML toggle enabled are not supported.
    • User interface elements
      • A translation icon (which changes appearance when active) is displayed.
      • A label at the top of the transcript panel indicates that translation is in progress and shows the source and target dialects.
      • You can select a different target language via a drop-down menu, where languages are listed in their native scripts (for example, Hebrew appears as עברית).
    • Considerations
      • For digital interactions, only the first 10,000 characters are translated.
      • The feature is limited to 1,000 translations per organization per day.
      • During translation, original text features like topic tags, search functionality, karaoke, sentiment markers, and redactions behave differently. For example, copying the transcript always copies the original text.
      • Any redacted text in the original transcript is not translated. Note: sometimes, the redacted entity name can appear in brackets if the translation service handles it that way).
      • After initial translation, the translated text will be cached for up to 20 hours, and visible after activating the translation icon.

    Work with on demand transcription translation

    1. Navigate to the interaction that you want to review. Ensure that the interaction contains a transcription (chat, digital message, or email body).
    2. Locate the translation icon transcript on demand. Within the transcript panel, look for the translation icon. This icon is visible only when a transcription is present.
    3. Click or toggle the translation icon. Once activated, the icon changes its appearance to indicate that the translation process has started. A label appears at the top of the transcript panel, stating that the text is being translated from the source dialect to your selected target dialect.
    4. Wait for the translation to complete. A spinning icon appears (usually on the upper right of the interaction page) while the system processes the translation. 
    5. Review the translated transcript. Once the translation is complete, the translated text appears underneath each line of the original transcript.
      Some elements (for example, topic tags, sentiment markers, and search functionality) remain based on the original text.
    6. Adjust the Target Language (if necessary). If the automatically selected target language is not your preferred dialect, click the drop-down menu in the translation area and choose your desired language. Languages in the drop-down appear in their native format (for example, Hebrew as עברית).

    Disable translation

    To revert to the original transcript, just toggle off the translation option. The translation label disappears, the icon returns to its original state, and the transcript displays the original language.

      Customers can use Supervisor AI Features without any token consumption until April 30, 2025. While Genesys anticipates token consumption to begin on that date, the timing is subject to confirmation. For more information, see Genesys Cloud AI Experience Tokens Metering and Pricing.
    Prerequisites
    • Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud EX license
    • Speech and Text Analytics Upgrade Add On
    • Speech and Text Analytics > Data > View permission
    • Recording > Recording > View permission 
    • Speech and Text Analytics > AiSummary > View permission
    • Recording> Recording > View Sensitive Data (required to view unmasked summaries) permission
    An interaction AI summary provides supervisors with an overview of a customer-agent interaction transcript. With this information, supervisors can quickly assess key topics, customer sentiment, and agent performance without reading the full transcript. The AI summary can be found in the AI Insights tab next to the Events tab. For more information, see the following image. This feature is especially useful for:
    • Quality assurance
    • Coaching and training
    • Identifying trends in customer interactions
    By following these steps, supervisors and business analysts can efficiently review customer-agent interactions, extract key insights, and make data-driven decisions to enhance customer service quality.

    Note:
    • To work with AI summarization, you must have AI Experience Tokens and have Speech and Text Analytics (STA), Workforce Engagement Management (WEM), or GC3.
    • The AI Insights section is only visible to customers who have:
      • AI experience tokens
      • A WEM Add-On or GC3 subscription
    • Users can collapse or expand the AI Insights panel based on preference, and this setting is relevant for all interactions.
    • If suppression is enabled for IVR, hold, or queue wait times, transcripts do not generate for these segments. As a result, summaries do not include any content from these segments. We recommend enabling suppression during these segments to enhance customer privacy. For more information, see: Call recording in Genesys Cloud overview.

    Enabling AI summarization

    Prerequisites
    • Speech and Text Analytics > InsightsSettings > Edit permission
    • Speech and Text Analytics > InsightsSettings > View permission
    • Speech and Text Analytics Program > Edit permission
    To enable AI-generated interaction summaries:
    1. Click Admin.
    2. Under Quality, click Speech and Text Analytics.
    3. Enable AI insights for specific queues or flows:
      • Locate the AI Insights toggle in Program Settings.
      • Turn it ON for the desired Programs, Queues, or Flows to enable summarization.
      • If an interaction includes transcripts from both enabled and non-enabled queues, the entire interaction is not summarized.

    Notes:
    • Only new interactions are summarized.
    • If you only have the Recording > Recording > View Segment permission, you do not see the AI Insights section in the Transcript tab.

      View AI-generated summaries

      1. Click Performance > Workspace > Interactions.
      2. Click the row of the interaction whose transcript you want to view.
      3. Click the Transcript tab, and select an interaction.
      4. Access the AI Insights tab next to Events, to display the interaction summary. If there are no AI Insights or Events, this panel remains closed by default.
      5. Review the AI summary:
        • The AI summary provides a high-level overview of the entire interaction.
        • If an interaction includes multiple agents, a single interaction-level summary is displayed.

      Understanding AI summary indicators

      • AI generated label: Summaries created by AI are marked as Generated by AI, with a tooltip explaining potential inaccuracies.
      • Multiple transcripts: If an interaction includes multiple transcripts, a tooltip explains that the summary is based on all available transcripts.

      Key considerations and limitations

      • AI summaries are available for chat, and messaging transcripts (email interactions are not summarized).
      • Transcript length limitations
        • Summaries are only generated for transcripts between 20 and 5,000 tokens (~3,750 words max).
        • If a transcript exceeds this limit, it is not summarized.
      • Data retention
        • The AI summary follows the same retention policy as the recording and transcript.
        • If a recording is deleted, the AI summary is also deleted.
      • Transcript modifications
        • If new transcripts are added or some are deleted from an interaction, the summary is regenerated.
        • If all transcripts in an interaction are deleted, the summary and AI Insights are permanently removed.