Work with a digital transcript

Prerequisites

  • Genesys Cloud 2 license, Genesys Cloud 3 license, or digital addons.

The Transcript tab provides the speaker separated transcription of the digital conversation between a customer and agent. Transcripts provide insights of what took place in the interaction, allowing the user to uncover business problems as well as areas of opportunity.

A digital transcription is either an email, chat, or message. Each of these is represented by its own icon.

Email Chat Message

Note:

  • To work with a digital transcript you must 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 an a chat or message transcript, the email transcript includes recording information. 

When working with a digital transcript, you can:

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

Note:
  • Transcripts for email interactions include a Toggle HTML option that enables you to view the email as plain text with markers.
  • The toggle html button enables html for all the emails in a thread.
  • An email transcription viewed in HTML will not include topic and sentiment markers, and the Search option will not be available.
  • For email interactions, the entire email thread appears in the Transcript tab. The latest email appears at the top of the Transcript tab.
  • Transcripts can only be created for emails that are up to 1MB in size.

Click the image to enlarge.

An email’s recording information is located in the email itself. Recording information for a chat or message is located 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 you want to view.
  3. Click the Transcript tab.
  4. Click the blue settings icon located on the right side of the email.

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.

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

The following image represents a chat transcript.

Click the image to enlarge.

  1. In the Transcript tab, enter the word or words you want to find in the Search field at the top of the transcript.
  2. Press Enter. 

Note:

  • The Search field contains the number of instances the searched word or words were found 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 screen every section is distinguished by a timestamp and icon that indicates when the customer or agent sent the message or chat.

Click the image to enlarge.

Click the image to enlarge.

Note:

  • Within the chat and message transcript there are visual indicators that provide information about the participant and program associated with the transcript content. For example, in the image above, it is clear when the participants James Bond and TC68964 joined and left the chat. These visual indicators will appear in the transcript at the moment the participant and/or program is changed.
  • Within an email transcript there is only a visual indicator about the program associated with the transcript content.