Ensure you are only turning on transcription based on Queue or Flow Settings:
- Click Admin.
- Under Quality, click Speech and Text Analytics.
- Select the Settings tab.
- 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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Original Message:
Sent: 10-07-2021 10:50
From: Gregory Barrett
Subject: Prevent transcripts until Agent enters phone transaction
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
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Original Message:
Sent: 10/7/2021 10:41:00 AM
From: Daniel Ho
Subject: RE: Prevent transcripts until Agent enters phone transaction
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)
Original Message:
Sent: 10-06-2021 10:58
From: Gregory Barrett
Subject: Prevent transcripts until Agent enters phone transaction
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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