Genesys Cloud CX (formerly PureCloud)

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Show Real time Transcription on Genesys cloud desktop agent

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  • 1.  Show Real time Transcription on Genesys cloud desktop agent

    Top 25 Contributor
    Posted 10 days ago
    Hi Experts,

    We are working on customer POC where we want to show the real time conversation of customer and agent on desktop agent.
    I am trying to achieve this solution but can't get any success.
    If anybody done this then Please help us to get the solution.

    Thankyou.

    #DigitalChannels
    #Implementation
    #Integrations

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    Rakesh Singh
    HCL Technologies Ltd.
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  • 2.  RE: Show Real time Transcription on Genesys cloud desktop agent

    Posted 9 days ago
    Rakesh, I assume by "real time transcription" you are referring to the ability to live-monitor a digital interaction?  If so, then your Genesys CSM should be able to put you in touch with the team that is working on that capability.  There is a piece of sample code floating around that is very rudimentary but does work and you could adapt it to your needs.  I am working with a company to integrate that ability in their manager application for Genesys Cloud CX.  Once they have something working I can put you in touch with them.

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    Marty Hand
    National Domestic Violence Hotline
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  • 3.  RE: Show Real time Transcription on Genesys cloud desktop agent

    Top 25 Contributor
    Posted 9 days ago
    Hi Rakesh,
    Have you tried to use Notifications Topics?
    You can subscribe to v2.routing.queues.{id}.conversations and v2.conversations.{id}.transcription

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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
    ------------------------------



  • 4.  RE: Show Real time Transcription on Genesys cloud desktop agent

    Top 25 Contributor
    Posted 9 days ago
    Thank You Taras for Reply. We are trying to use the aws transcribe service to achieve this but we could not find the WebSocket API in Genesys cloud to connect the transcribe server.
    We want the show the Live conversation of customer and agent during call on Genesys desktop agent.
    We have not yet use the Notifications Topics for this solution.
    Could you please more elaborate  the Notifications Topics in details how to use?

    Thank you.

    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------



  • 5.  RE: Show Real time Transcription on Genesys cloud desktop agent

    GENESYS
    Posted 9 days ago
    Edited by Jim Crespino 9 days ago
    Rakesh,

    The Genesys Cloud Developer Center is the place to start: https://developer.genesys.cloud/

    The Genesys Cloud Platform API (https://developer.genesys.cloud/api/rest/) is a suite of API categories and one of those is the Notification API: https://developer.genesys.cloud/api/rest/v2/notifications/.  The links in the left pane will give you an overview of how the Notification API works (create channel, setup websocket, subscribe to topic(s)), and the available topics you can subscribe to.

    Here are the docs on real-time transcription notifications: https://developer.genesys.cloud/api/rest/v2/speechtextanalytics/transcription_notifications

    This tutorial gives a really good example of how to get things going, but will need adapted for the transcription topic: https://developer.genesys.cloud/api/tutorials/presence/#language=javascript&step=0

    Lastly, we also have an excellent set of Developer Tools, one of those being a Notification tool that will let you play around with various topics so that you can see what you'll receive: https://developer.genesys.cloud/developer-tools/#/notificationtester

    I hope that helps.


    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 6.  RE: Show Real time Transcription on Genesys cloud desktop agent
    Best Answer

    Top 25 Contributor
    Posted 9 days ago
    Jim already added information about Genesys Channel API.

    From my side I can add that we in Noralogix very heavily use Notifications Topics. We even shared with community part of our development as a nuget package. Some examples on YouTube and ChatTranscribe project

    For your case you need to subscribe on v2.routing.queues.{id}.conversations.calls, after that you will be able to receive notification data with conversationId which you need to use for another subscription v2.conversations.{id}.transcription to receive transcription.

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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
    ------------------------------



  • 7.  RE: Show Real time Transcription on Genesys cloud desktop agent

    Top 25 Contributor
    Posted 8 days ago
    Edited by Rakesh Singh 8 days ago
    Thank you so much Taras and Jim for Reply.
    Now we are started work on this direction once get the solution we will update on this thread.


    Thanks

    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------



  • 8.  RE: Show Real time Transcription on Genesys cloud desktop agent

    Top 25 Contributor
    Posted 3 days ago

    Hi Jim/Tarsas

    I am doing given below steps Please correct me if I am doing something wrong

    • Create the channel through this /api/v2/notifications/channels
    • Second to subscribe to a topic conversations.{id}.transcription ( Conversation id is getting from interaction widget page through url query string)
    • Final Step is Listen to the notification by opening a WebSocket connection to the notification channel.

     

    But I am getting this notification not getting the Realtime conversation transcript while calling TFN number and talk with agent on Genesys cloud.

     eventBody: {message: 'WebSocket Heartbeat'}

    topicName: "channel.metadata"

    Could you please guide where I am doing wrong?

    Thank you



    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------



  • 9.  RE: Show Real time Transcription on Genesys cloud desktop agent

    GENESYS
    Posted 3 days ago

    Rakesh,

     

    Have you turned on transcription either in the Architect flow or by turning it on at the Queue level? https://help.mypurecloud.com/articles/about-voice-transcription/

     

    Jim Crespino
    Sr Director, Developer Evangelism
    T:  +1 785 477 0504

     

    Developer? Have questions? 

    Check out the DevFoundry.

     

    signature_922187398

     






  • 10.  RE: Show Real time Transcription on Genesys cloud desktop agent

    Top 25 Contributor
    Posted 3 days ago
    Hi Jim,

    Yes I have turned on transcription in Architect flow.


    Thank you

    ------------------------------
    Rakesh Singh
    HCL Technologies Ltd.
    ------------------------------



  • 11.  RE: Show Real time Transcription on Genesys cloud desktop agent

    GENESYS
    Posted 3 days ago

    Rakesh,

     

    Can you confirm that transcription is taking place by placing a call that gets handled by an agent, then go to Performance->Interactions and find that specific interaction.  If you click on the interaction it will open the details of the interaction and there should be a tab to view the transcription.  If transcriptions aren't showing up there then they won't be available as real-time events.  If transcriptions are showing up there then we have to figure out why your topic subscription isn't working.

     

    Jim Crespino
    Sr Director, Developer Evangelism
    T:  +1 785 477 0504

     

    Developer? Have questions? 

    Check out the DevFoundry.

     

    signature_1453448977