Genesys Cloud CX

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  • 1.  Prevent transcripts until Agent enters phone transaction

    GCAP Member
    Posted 10-06-2021 10:58
    How do we limit phone transcripts on our IVR and hold messages? I know there is an enhancement to limit that in the recording. Is that the solution?
    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures

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    Gregory Barrett
    Outdoor Network LLC
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  • 2.  RE: Prevent transcripts until Agent enters phone transaction

    GENESYS
    Posted 10-07-2021 10:41
    Hi Gregory,

    You should be able to disable transcription on a per flow and queue basis:
    - https://help.mypurecloud.com/articles/transcription-action/
    - https://help.mypurecloud.com/articles/create-queues/ (see under section "Set behavior and thresholds for all interaction types")


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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 3.  RE: Prevent transcripts until Agent enters phone transaction

    GENESYS
    Posted 10-07-2021 10:47
    Edited by Jose Ruiz 10-07-2021 10:47
    To add to Daniel's response, if the concern is topic phrase detection in the IVR or on hold message, there is an FAQ article that can help with this matter:: https://help.mypurecloud.com/faqs/topic-spotting-can-i-turn-off-topics-detection-in-the-ivr-leg-of-the-voice-call/

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    Jose Ruiz

    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
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  • 4.  RE: Prevent transcripts until Agent enters phone transaction

    GCAP Member
    Posted 10-07-2021 10:51

    Well I don't want to disable for the whole transaction. I just want to ignore the IVR messages and On Hold messages for our sentiment. It is picking up key works there that are effecting our scores that are just recorded phrases for every transaction. Does that make sense?

    Regards,

    Greg Barrett | Call Center Manager
    Outdoor Network

    Partzilla.com Boats.net Firedog.com
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  • 5.  RE: Prevent transcripts until Agent enters phone transaction

    GENESYS
    Posted 10-07-2021 11:07
    Hello Greg,

    The sentiment score and trend only works on the customer channel, so no sentiment events should be spotted on the IVR or On Hold Messages. With that said, if you are seeing this behavior taking place, please create a support ticket so our customer care resources can take a look ASAP.

    Regards

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    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
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  • 6.  RE: Prevent transcripts until Agent enters phone transaction

    GENESYS
    Posted 10-12-2021 13:01
    Ensure you are only turning on transcription based on Queue or Flow Settings:

    1. Click Admin.
    2. Under Quality, click Speech and Text Analytics.
    3. Select the Settings tab.
    4. Under Voice Transcription, select Enabled based on Queue configuration or Flow action.
    Then under Queue Settings, turn on transcription for the Queues you want transcription.

    Also, to Jose point, sentiment is only on the customer side.

    Hope that help. Thanks,

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