Genesys Cloud - Main

Hi All,

I have a question around dictionary management setup within the platform and would love to better understand what you all are doing so I do not have to go back and edit on numerous occasions.

First, as you are entering the "Sounds Like" field, are you phonetically spelling it out with or without the dashes. Example: enrollment. Entered as: en roll ment   ... or .. en-Roll-ment. Or, should this be entered in another way that I am not aware of :) 

#QualityManagement

------------------------------
Diane Haluszka
AD, Performance Excellence Internal Operations
------------------------------

Hello Diane,

When you are entering items in the "Sounds Like" field, you do not need to use any dashes. 

From https://help.mypurecloud.com/articles/work-with-dictionary-management/

The dictionary management system does not support special characters or capitalization. All entries will be processed in lowercase and must contain only standard alphanumeric characters (a–z, 0–9).

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------