Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Change the default language for topics

    Posted 11-11-2024 13:51
    No replies, thread closed.

    Hi

    The default dialect when creating topics is always en-US. I have been asked to change this to en-GB, but I can't find any documentation to suggest changing the default dialect is possible on a topic - it looks to be manual in all cases. Has anyone else looked at changing the default dialect for topics and if so can you point me in the direction of how me might do this? All other configuration is set to en-GB on our platform where possible, including on the trunks.

    TIA

    Heather


    #SpeechandTextAnalytics

    ------------------------------
    Heather Henderson
    tbc
    ------------------------------


  • 2.  RE: Change the default language for topics

    Posted 11-12-2024 21:46
    No replies, thread closed.

    Under Quality then Speech and Text Analytics, you can define the default program: 

    Under the program, you can define the default dialect:

    There used to be a language selection under the STA settings.  Not sure why that went away.  @Leor Grebler or @Anik Dey, you have any clue why that was removed?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Change the default language for topics

    Posted 11-13-2024 09:53
    No replies, thread closed.

    Hi Robert,

    Previously we did have an option under STA settings to choose the default language/dialect to apply to digital interactions.

    But now we do have the technology to automatically detect the language/dialect by analyzing words in digital transcripts, so we don't need that option anymore.

    Going back to Heather's question, we currently do not have an option to change the default topic language, but this could be a future enhancement for sure.

    Heather: Will you be able to create an idea for us in the Ideas Portal?

    Thank you!



    ------------------------------
    Anik Dey
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Change the default language for topics

    Posted 11-12-2024 21:47
    No replies, thread closed.

    Not sure if this helps, but what happens if you change the country code under Org settings to United Kingdom?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Change the default language for topics

    Posted 11-13-2024 05:20
    No replies, thread closed.

    Thanks for the suggestions. 

    The org settings already have United Kingdom and English noted.

    All our programs are defined as en_GB already, but the hope was that the topic would default to the same rather than having to select it each time we create a new one. I appreciate you getting back to me, and will wait to see if Leor or Anik have anything to add.

    Heather 



    ------------------------------
    Heather Henderson
    tbc
    ------------------------------

    Original Message


  • 6.  RE: Change the default language for topics

    Posted 11-13-2024 06:52
    Edited by Adi Goodman 11-13-2024 06:52
    No replies, thread closed.

    Hi Heather,

    I'm a Product Manager on the Speech and Text Analytics team together with Anik and Leor, nice to meet you :)

    At the moment there is no option to change the default dialect when setting up a topic; it will always be en-US. 

    Thanks,



    ------------------------------
    Adi Goodman
    Product Manager
    ------------------------------

    Original Message


  • 7.  RE: Change the default language for topics

    Posted 11-13-2024 09:59
    No replies, thread closed.

    @Heather Henderson, here is that idea you can vote on:  Provide a selection in STA for default | Genesys Cloud Ideas Portal

    I think having the US-Centric mentality needs to be reconsidered in the programming.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content