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  • 1.  Conversation with Voice Bot is Not Appearing in Transcript Tab

    Posted 03-25-2025 07:44
    No replies, thread closed.

    Hi Everyone, 

    We are transferring the call from the Inbound Call Flow to the Voice Bot Flow before routing it to the queue to collect slots. However, we have noticed that the segment of the call involving the Voice Bot and customer is not being transcribed, as the transcript tab only displays the conversation between the agent and the customer. This issue persists despite configuring transcription in the Programs section.

    Could you please confirm if any additional settings are required to enable transcription for the conversation between the customer and the Voice Bot?

    Appreciate your insights and suggestions

    Thanks,

    Karthik


    #ConversationalAI(Bots,AgentAssist,etc.)
    #QualityManagement

    ------------------------------
    Karthik Ageer
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  • 2.  RE: Conversation with Voice Bot is Not Appearing in Transcript Tab
    Best Answer

    Posted 03-25-2025 18:49
    No replies, thread closed.

    Have you followed all the directions to enable transcription in Architect?

    https://help.mypurecloud.com/articles/transcription-action/



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------



  • 3.  RE: Conversation with Voice Bot is Not Appearing in Transcript Tab

    Posted 03-26-2025 07:24
    No replies, thread closed.

    Thank you George  after adding the transcription enabled block, i see even the conversation with VoiceBOT getting transcribed. 



    ------------------------------
    Karthik Ageer
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    Original Message


  • 4.  RE: Conversation with Voice Bot is Not Appearing in Transcript Tab

    Posted 03-26-2025 09:10
    No replies, thread closed.

    I'm glad to hear it!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


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