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.
------------------------------
Original Message:
Sent: 10-20-2021 17:10
From: Jim Crespino
Subject: Show Real time Transcription on Genesys cloud desktop agent
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
Original Message:
Sent: 10-20-2021 09:39
From: Rakesh Singh
Subject: Show Real time Transcription on Genesys cloud desktop agent
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.
Original Message:
Sent: 10-13-2021 17:35
From: Jim Crespino
Subject: Show Real time Transcription on Genesys cloud desktop agent
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.
|
|
Original Message:
Sent: 10/13/2021 2:01:00 PM
From: Rakesh Singh
Subject: RE: Show Real time Transcription on Genesys cloud desktop agent
Hi Jim,
Yes I have turned on transcription in Architect flow.
Thank you
------------------------------
Rakesh Singh
HCL Technologies Ltd.
Original Message:
Sent: 10-13-2021 13:52
From: Jim Crespino
Subject: Show Real time Transcription on Genesys cloud desktop agent
Original Message:
Sent: 10/13/2021 12:57:00 PM
From: Rakesh Singh
Subject: RE: Show Real time Transcription on Genesys cloud desktop agent
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.
Original Message:
Sent: 10-07-2021 14:10
From: Taras Buha
Subject: Show Real time Transcription on Genesys cloud desktop agent
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
Original Message:
Sent: 10-07-2021 13:13
From: Rakesh Singh
Subject: Show Real time Transcription on Genesys cloud desktop agent
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.
Original Message:
Sent: 10-07-2021 11:00
From: Taras Buha
Subject: Show Real time Transcription on Genesys cloud desktop agent
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
Original Message:
Sent: 10-06-2021 07:03
From: Rakesh Singh
Subject: Show Real time Transcription on Genesys cloud desktop agent
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.
------------------------------