Original Message:
Sent: 01-22-2025 12:13
From: Rajath Kumar B R
Subject: CX Cloud from Genesy and Salesforce - real time transcriptions from Genesys not displayed in Salesforce
Hi Maxim,
We are facing the same issue of real time transcriptions from Genesys not displayed in Salesforce.
I can see the transcripts in Genesys cloud, but live transcription is not been passed to Salesforce, we are trying to implement CX Cloud from Genesys and Salesforce.
As you suggested we tried to upgrade the CX cloud packages to the latest version and re entering the same certificates, what we found was we were not able to locate the pointer 1 in Salesforce, however pointer 2 and 3 were done. Anything that we are missing here.
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Rajath
Original Message:
Sent: 01-02-2025 15:38
From: Maxim Tsvetov
Subject: CX Cloud from Genesy and Salesforce - real time transcriptions from Genesys not displayed in Salesforce
I just had this issue on another Salesforce Org where I recently upgraded the CX Cloud packages to the latest versions.
Re-entering the certificates (the same ones I had before) fixed the problem.
Here's what I did:
1. "CX Cloud Genesys Settings" tab - "Configure Contact Centers" page
Re-uploaded private key. The same file with private key that used before
(that starts with "-----BEGIN RSA PRIVATE KEY-----")
2. On the same page clicked on "Update Public Key" button and re-entered public key file
(that starts with "-----BEGIN CERTIFICATE-----")
3. And finally on my Voice Call page re-entered private key for "Genesys Cloud Einstein Assist" component.
(same private key as in step 1).
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Maxim Tsvetov
Principal PS Consultant
Genesys
Original Message:
Sent: 01-02-2025 03:55
From: Thomas Repking
Subject: CX Cloud from Genesy and Salesforce - real time transcriptions from Genesys not displayed in Salesforce
Hello Robert,
Thank you very much for your response. Yes, I also understood that the transcript needs to go from Genesys to Salesforce. I can see in Genesys that the live transcript is created during the call. We have Genesys and Salesforce open in two separate browser windows and can see in the log of the browser window running Salesforce that the content of the live transcript is arriving there. However, the content of the live transcript is not displayed in the corresponding field in Salesforce.
Our goal is to create an automatic call summary in Salesforce. To test whether at least the automatic summary works with our configuration, we manually inserted a transcript into Salesforce and tested the summary with Einstein. That worked. But the problem that a live transcript of a call, which serves as the basis for the automatic summary, arrives in the browser but not in the corresponding Salesforce field, still exists. Latency setting is as you said.
Kind Regards,
Thomas
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Thomas Repking
CS
Original Message:
Sent: 12-31-2024 19:44
From: Robert Wakefield-Carl
Subject: CX Cloud from Genesy and Salesforce - real time transcriptions from Genesys not displayed in Salesforce
There is a misconception that Einstein is doing the transcription. It is actually coming from Genesys, so make sure Transcription is turned on for the queues you are using. Also, under Speech and Text Analytics in Genesys, you need to set the Transcription for Low Latency:
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 12-30-2024 06:11
From: Thomas Repking
Subject: CX Cloud from Genesy and Salesforce - real time transcriptions from Genesys not displayed in Salesforce
Hi Shagun,
Yes I have completed the set up for digital and AI for Salesforce Service Cloud. Salesforce makes a summary on a manually imported transcript, so I think Einstein component works in general, but somehow not for the live transcript. I can see the content of a live transcript in the log of the browser on which Salesforce runs, but it does not appear in the Salesforce conversation frame.
Hi Jason, it´s the same in Chrome. We are not allowed to use Firefox in our company.
Regards,
Thomas
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Thomas Repking
CS
Original Message:
Sent: 12-24-2024 15:04
From: Shagun Mahendru
Subject: CX Cloud from Genesy and Salesforce - real time transcriptions from Genesys not displayed in Salesforce
Hello Thomas
Have you completed the "Set up digital and AI for Salesforce Service Cloud" part in the integration steps. After setting up SF Einstein component, real time voice transcription is working.
Thanks
Shagun
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Shagun Mahendru
Software Developer
Original Message:
Sent: 12-20-2024 02:05
From: Thomas Repking
Subject: CX Cloud from Genesy and Salesforce - real time transcriptions from Genesys not displayed in Salesforce
Hi,
we want to implement CX Cloud from Genesy and Salesforce and everything works fine so far in our genesys dev and salesforce sandbox except one thing: real time transcriptions from Genesys are not displayed in Salesforce communication frame. Does anyone has seen this and was able to solve the problem? We use edge as browser for both applications.
Kind Regards,
Thomas
#API/Integrations
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Thomas Repking
CS
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