To set up voice transcription, best practice recommends that you follow these steps:

  1. Determine whether or not your organization will benefit from transcribing all agent interactions or only a specific set of lines of business.
  2. Enable voice transcription. For more information, see Speech and text analytics settings.
  3. Determine the best way to identify specific agents. Should you target specific queues, or should you create an Architect flow action?
  4. Create a program and set it as the default program. For more information, see Work with a program and Speech and text analytics settings.
  5. Assign the default program to the queues and/or flows that should have transcription enabled.