Work with a voice transcript

Prerequisites

The Transcript tab provides the speaker separated transcription of the conversation between external (customer) and internal (IVR, ACD, agent, conference, or voicemail) participants. Transcripts provide insights of what took place in the interaction, allowing the user to uncover business problems as well as areas of opportunity.

Note:

  • Voice transcription is not available in all Genesys Cloud supported languages. For more information, see Genesys Cloud supported languages.  
  • 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.
  • To work with a voice 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.

When working with a voice transcription, you can:

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

Note: As the interaction recording plays, the corresponding words (up to 3), are highlighted with a blue background in the transcript. Once the words are spoken they are grayed out in the transcript. For more information, see Work with an interaction overview

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.
  • 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.

Click the image to enlarge.

The words and sentences in the transcript are divided into speaker (customer, IVR, ACD, or agent) sections.

On the left side of the screen every section is distinguished by a timestamp that indicates when the speaker began to speak and two of the following icons representing the speaker.

Click the image to enlarge.

Speaker identification icons

Click the image to enlarge.