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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

    Posted 10-06-2021 07:04
    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

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


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

    Posted 10-07-2021 09:10
    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.

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------



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

    Posted 10-07-2021 11:00
    Hi Rakesh,
    Have you tried to use Notifications Topics?
    You can subscribe to v2.routing.queues.{id}.conversations and v2.conversations.{id}.transcription

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



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

    Posted 10-07-2021 13:14
    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 10-07-2021 13:33
    Edited by Jim Crespino 10-07-2021 13:35
    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

    Posted 10-07-2021 14:10
    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.

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



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

    Posted 10-08-2021 14:01
    Edited by Rakesh Singh 10-08-2021 14:19
    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

    Posted 10-13-2021 12:57

    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 10-13-2021 13:52

    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

    Posted 10-13-2021 14:01
    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 10-13-2021 17:35

    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

     






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

    Posted 10-20-2021 09:40
    Hi Jim,

    Thanks for your guidance to get the solution. But I have one question regarding some seconds delay to get the  Realtime conversation.
    Is there a limitation for some second delay conversation response on Genesys machine learning algorithms or it configurable?


    Thank you

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



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

    GENESYS
    Posted 10-20-2021 17:11
    Yes, there is a delay and it is not configurable.  We try to send the transcription events over the Notification API websocket as quickly as possible but our NLU doesn't translate word by word, instead it translates a group of words (a sentence) in context.  If you've ever watched Siri or Google Assistant transcribe your voice you can see it go back and change words in the sentence as it gets more context, and Genesys does something similar.  So once we feel we have a certain confidence threshold then we send the transcription events over the websocket.

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



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

    Posted 10-21-2021 14:57
    Edited by Rakesh Singh 10-21-2021 15:00
    Thanks Jim for your information. One more question I have.
    I am working to get the overall sentiment score to show the graph  for Positive, Negative, Neutral  and Mixed to get the clear picture to the agent.
    I am not getting any overall sentiment score for the same in to receive the notification over the webSocket given below example. How we can differentiate
    these confidence scores to draw the graph for get the clear picture to show the agent?

    "alternatives": [
    {
    "offsetMs": 91316,
    "durationMs": 2849,
    "transcript": "yes i will help you do please tell me or",
    "words": [
    {
    "confidence": 0.852,
    "offsetMs": 91316,
    "durationMs": 60,
    "word": "yes"
    },
    {
    "confidence": 0.967,
    "offsetMs": 91774,
    "durationMs": 20,
    "word": "i"
    },
    {
    "confidence": 0.86,
    "offsetMs": 91914,
    "durationMs": 120,
    "word": "will"
    },
    {
    "confidence": 0.957,
    "offsetMs": 92133,
    "durationMs": 100,
    "word": "help"
    },
    {
    "confidence": 0.892,
    "offsetMs": 92332,
    "durationMs": 60,
    "word": "you"
    },
    {
    "confidence": 0.596,
    "offsetMs": 93169,
    "durationMs": 60,
    "word": "do"
    },
    {
    "confidence": 0.956,
    "offsetMs": 93448,
    "durationMs": 139,
    "word": "please"
    },
    {
    "confidence": 0.857,
    "offsetMs": 93726,
    "durationMs": 139,
    "word": "tell"
    },
    {
    "confidence": 0.88,
    "offsetMs": 93926,
    "durationMs": 40,
    "word": "me"
    },
    {
    "confidence": 0.62,
    "offsetMs": 94105,
    "durationMs": 60,
    "word": "or"
    }
    ]
    }
    ],

    Thanks

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



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

    Posted 10-28-2021 11:22
    Hi @Jim Crespino and @Rakesh Tailor,

    I am working to get the overall sentiment score to show the graph  for Positive, Negative, Neutral  and Mixed to get the clear picture to the agent.
    I am not getting overall sentiment score for the same  to receive the notification over the webSocket given below example. How we can differentiate
    these confidence scores to draw the graph or imoges for agent  to get clear sentiment of the customer is positive, neutral, negative, or mixed.

    "alternatives": [
    {
    "offsetMs": 91316,
    "durationMs": 2849,
    "transcript": "yes i will help you do please tell me or",
    "words": [
    {
    "confidence": 0.852,
    "offsetMs": 91316,
    "durationMs": 60,
    "word": "yes"
    },
    {
    "confidence": 0.967,
    "offsetMs": 91774,
    "durationMs": 20,
    "word": "i"
    },
    {
    "confidence": 0.86,
    "offsetMs": 91914,
    "durationMs": 120,
    "word": "will"
    },
    {
    "confidence": 0.957,
    "offsetMs": 92133,
    "durationMs": 100,
    "word": "help"
    },
    {
    "confidence": 0.892,
    "offsetMs": 92332,
    "durationMs": 60,
    "word": "you"
    },
    {
    "confidence": 0.596,
    "offsetMs": 93169,
    "durationMs": 60,
    "word": "do"
    },
    {
    "confidence": 0.956,
    "offsetMs": 93448,
    "durationMs": 139,
    "word": "please"
    },
    {
    "confidence": 0.857,
    "offsetMs": 93726,
    "durationMs": 139,
    "word": "tell"
    },
    {
    "confidence": 0.88,
    "offsetMs": 93926,
    "durationMs": 40,
    "word": "me"
    },
    {
    "confidence": 0.62,
    "offsetMs": 94105,
    "durationMs": 60,
    "word": "or"
    }
    ]
    }
    ],

    Have got any ideas to get this solution?

    Thanks in advance for any help.

    ​​

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



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

    GENESYS
    Posted 10-28-2021 12:00
    @Rakesh Singh, I don't think we generate an overall sentiment score.  Instead I think is it a calculated value based on a weighted calculation from all of the individual positive and negative scores.  See this article from our resource center: https://help.mypurecloud.com/articles/understand-sentiment-analysis/


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



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

    GENESYS
    Posted 10-28-2021 12:10
    Sentiment Analysis and Topic Spotting occur after the call completes and is not available in near real time / mid call.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



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

    GENESYS
    Posted 10-21-2021 14:46
    We currently batch results in 20-30 seconds chunks.  We are looking to reduce this to 3-5 seconds as part of a future release.

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



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

    GCAP Member
    Posted 10-22-2021 11:46
    Hi @Rakesh Tailor We can we expect this feature ?​

    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------



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

    GENESYS
    Posted 10-23-2021 09:56
    We already have the capability to send transcripts during the call to a client applications that has subscribed to the transcript of a call.  However, this is just an API and up to customers and integrators to use as needed depending on their use case.

    At the moment, we do batch at 20-30 second intervals.  But we will be reducing this soon.

    What is your use case?

    Thanks,

    ------------------------------
    Rakesh Tailor
    Senior Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



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

    GCAP Member
    Posted 10-25-2021 11:35

    Hi @Rakesh Tailor

    We are in the process of migrating to GC from GEC and wants to have this feature in our environment. 



    ------------------------------
    Vincent Sabolboro
    ATB Financial
    ------------------------------