Work with a digital transcript

Prerequisites

  • 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, or Genesys Cloud CX 3 Digital license
  • Recording > Recording > View or Recording > RecordingSegment > View permission
  • SpeechAndTextAnalytics > 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.

    Email Chat Message

    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 disabled, events will show up 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 example

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

    Perform the following steps to view an email’s recording information:

    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.

    Email recording details example

    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.

    Chat / Message transcript example

    1. Enter the word or words 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 word or 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.

    Participant details

    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 left 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 top right corner of the transcript. 

    Note:
    • 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 will be masked.

    The following metadata will be 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