Genesys Cloud - Main

Hi everyone,

We're currently reviewing transcription accuracy for branded terms (e.g., "Okta" being transcribed as "Octa"). We're seeing this behaviour both in the interaction transcript and in Copilot live transcription (which I understand use the same transcription layer).

We've identified that our trunk language is configured as en-US, while Dictionary Management is configured as en-AU. We're assessing whether dialect alignment may be contributing to these transcription inconsistencies.

Before making any trunk-level changes, we'd appreciate insights from other organisations:

• Are you typically keeping the trunk language aligned with your primary spoken dialect?
• Or are you running a different trunk dialect and tuning recognition via Dictionary Management and boost values?
• Have you seen measurable differences in transcription accuracy when trunk language matches (or does not match) your spoken dialect?

Interested to understand best practices when using Copilot together with Speech & Text Analytics.

Appreciate any experiences or recommendations.

Hi Phaneendra, 

You're onto something with that dialect mismatch. You should be looking to have your trunk match your actual spoken dialect. Having en-US on the trunk but en-AU speakers is likely causing those "Okta" > "Octa" issues.

What some customers do is align everything to the dialect people actually speak (en-AU for you) and then use Dictionary Management with values to handle tricky branded terms.

Quick wins before touching the trunk:

• Override at the queue level with en-AU (safer to test - doesn't impact everything at once and takes priority over trunk settings)
  • https://help.genesys.cloud/articles/set-the-media-language-on-voice-calls/
• Update "Okta" and other problem words into Dictionary Management
• Make sure Dictionary Management is set to en-AU

Hi everyone,

We're currently reviewing transcription accuracy for branded terms (e.g., "Okta" being transcribed as "Octa"). We're seeing this behaviour both in the interaction transcript and in Copilot live transcription (which I understand use the same transcription layer).

We've identified that our trunk language is configured as en-US, while Dictionary Management is configured as en-AU. We're assessing whether dialect alignment may be contributing to these transcription inconsistencies.

Before making any trunk-level changes, we'd appreciate insights from other organisations:

• Are you typically keeping the trunk language aligned with your primary spoken dialect?
• Or are you running a different trunk dialect and tuning recognition via Dictionary Management and boost values?
• Have you seen measurable differences in transcription accuracy when trunk language matches (or does not match) your spoken dialect?

Interested to understand best practices when using Copilot together with Speech & Text Analytics.

Appreciate any experiences or recommendations.

Hi Josh,

Thanks for the suggestion regarding the queue-level override.

We've already set the language to en-AU within our In-Queue flow (using the Set Language action), and our Dictionary Management is configured as en-AU.

I also have "Okta" configured in Dictionary Management, including phonetic variations such as "Octa" and other similar sound-like entries.

However, we don't currently see a separate Media Language or transcription language override option at the queue level.

Could you please clarify exactly where this queue-level override can be configured? Is this within the Queue configuration itself, or under Telephony/Trunks or Media Profiles which I don't have access to at the moment.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-19-2026 06:08
From: Josh Coyle
Subject: Copilot Transcription Accuracy – Should Trunk Language Match Dialect?

Hi Phaneendra, 

You're onto something with that dialect mismatch. You should be looking to have your trunk match your actual spoken dialect. Having en-US on the trunk but en-AU speakers is likely causing those "Okta" > "Octa" issues.

What some customers do is align everything to the dialect people actually speak (en-AU for you) and then use Dictionary Management with values to handle tricky branded terms.

Quick wins before touching the trunk:

• Override at the queue level with en-AU (safer to test - doesn't impact everything at once and takes priority over trunk settings)
  • https://help.genesys.cloud/articles/set-the-media-language-on-voice-calls/
• Update "Okta" and other problem words into Dictionary Management
• Make sure Dictionary Management is set to en-AU

------------------------------
Josh Coyle
Senior Professional Services Consultant

Original Message:
Sent: 03-19-2026 05:02
From: Phaneendra Avatapalli
Subject: Copilot Transcription Accuracy – Should Trunk Language Match Dialect?

Hi everyone,

We're currently reviewing transcription accuracy for branded terms (e.g., "Okta" being transcribed as "Octa"). We're seeing this behaviour both in the interaction transcript and in Copilot live transcription (which I understand use the same transcription layer).

We've identified that our trunk language is configured as en-US, while Dictionary Management is configured as en-AU. We're assessing whether dialect alignment may be contributing to these transcription inconsistencies.

Before making any trunk-level changes, we'd appreciate insights from other organisations:

• Are you typically keeping the trunk language aligned with your primary spoken dialect?
• Or are you running a different trunk dialect and tuning recognition via Dictionary Management and boost values?
• Have you seen measurable differences in transcription accuracy when trunk language matches (or does not match) your spoken dialect?

Interested to understand best practices when using Copilot together with Speech & Text Analytics.

Appreciate any experiences or recommendations.

Hi Phaneendra, 

The language can be set at queue level itself within the General tab of the Queue settings, image below:

------------------------------
Josh Coyle
Senior Professional Services Consultant

Original Message:
Sent: 03-19-2026 06:39
From: Phaneendra Avatapalli
Subject: Copilot Transcription Accuracy – Should Trunk Language Match Dialect?

Hi Josh,

Thanks for the suggestion regarding the queue-level override.

We've already set the language to en-AU within our In-Queue flow (using the Set Language action), and our Dictionary Management is configured as en-AU.

I also have "Okta" configured in Dictionary Management, including phonetic variations such as "Octa" and other similar sound-like entries.

However, we don't currently see a separate Media Language or transcription language override option at the queue level.

Could you please clarify exactly where this queue-level override can be configured? Is this within the Queue configuration itself, or under Telephony/Trunks or Media Profiles which I don't have access to at the moment.

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-19-2026 06:08
From: Josh Coyle
Subject: Copilot Transcription Accuracy – Should Trunk Language Match Dialect?

Hi Phaneendra, 

You're onto something with that dialect mismatch. You should be looking to have your trunk match your actual spoken dialect. Having en-US on the trunk but en-AU speakers is likely causing those "Okta" > "Octa" issues.

What some customers do is align everything to the dialect people actually speak (en-AU for you) and then use Dictionary Management with values to handle tricky branded terms.

Quick wins before touching the trunk:

• Override at the queue level with en-AU (safer to test - doesn't impact everything at once and takes priority over trunk settings)
  • https://help.genesys.cloud/articles/set-the-media-language-on-voice-calls/
• Update "Okta" and other problem words into Dictionary Management
• Make sure Dictionary Management is set to en-AU

------------------------------
Josh Coyle
Senior Professional Services Consultant

Original Message:
Sent: 03-19-2026 05:02
From: Phaneendra Avatapalli
Subject: Copilot Transcription Accuracy – Should Trunk Language Match Dialect?

Hi everyone,

We're currently reviewing transcription accuracy for branded terms (e.g., "Okta" being transcribed as "Octa"). We're seeing this behaviour both in the interaction transcript and in Copilot live transcription (which I understand use the same transcription layer).

We've identified that our trunk language is configured as en-US, while Dictionary Management is configured as en-AU. We're assessing whether dialect alignment may be contributing to these transcription inconsistencies.

Before making any trunk-level changes, we'd appreciate insights from other organisations:

• Are you typically keeping the trunk language aligned with your primary spoken dialect?
• Or are you running a different trunk dialect and tuning recognition via Dictionary Management and boost values?
• Have you seen measurable differences in transcription accuracy when trunk language matches (or does not match) your spoken dialect?

Interested to understand best practices when using Copilot together with Speech & Text Analytics.

Appreciate any experiences or recommendations.