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  • 1.  File format for Downloading Transcripts from Interaction details

    Posted 05-27-2022 05:55
    No replies, thread closed.

    Hi all,

    We are currently in the research phase for providing functionality to enable users to download Transcripts created in Genesys cloud. We intend to provide users with a download option for both Voice and Digital Transcripts. We would like to understand all the preferred formats for downloading the Transcript . 

    We would like to hear from you about the appropriate file format that fits a similar use case for your organization for e.g. Text file without Timestamp, Text file with Timestamp, HTML file with Source folder, PDF, JSON etc.,

    Please don't be limited to the above choices and provide your suggestions for the preferred download format. 


    #Genesys Cloud CX
    #Interaction Analytics
    #SpeechandTextAnalytics

    ------------------------------
    Dilipkarthik J
    Genesys - Employees
    Staff Product Manager
    WEM
    ------------------------------



  • 2.  RE: File format for Downloading Transcripts from Interaction details

    Posted 08-13-2023 04:45
    No replies, thread closed.

    Hi Karthik,

    Do we have any progress in that?

    We have a use case where customer wants to automate fetching the digital transcript and store in Service Now Ticket.



    ------------------------------
    Maloy Karmakar
    British Telecommunications PLC
    ------------------------------



  • 3.  RE: File format for Downloading Transcripts from Interaction details

    Posted 08-14-2023 12:27
    Edited by Tracy Vickers 01-08-2024 07:50
    No replies, thread closed.

    Hi Maloy, 

    Have you tried the new 'Copy Transcript' feature?

    https://community.genesys.com/discussion/copy-an-interaction-transcript

    You can copy the transcript to a clipboard, paste it into a text editor and share it as needed.

    If you want to programmatically download transcripts, you may want to use this API:
    https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#get-api-v2-speechandtextanalytics-conversations--conversationId--communications--communicationId--transcripturl



    ------------------------------
    Anik Dey
    Genesys - Employees
    Staff Product Manager
    anik.dey@genesys.com
    ------------------------------

    Original Message


  • 4.  RE: File format for Downloading Transcripts from Interaction details

    Posted 08-16-2023 03:48
    No replies, thread closed.

    Hi Anik,

    Thank you for your response.

    I need this feature to automate sending/updating CRM with messaging transcript. For the above mentioned methods:

    1. Have you tried the new 'Copy Transcript' feature?
      1. This feature is a manual task which agent has to do and is not preferred by the customer.
    2. If you want to programmatically download transcripts, you may want to use this API:
      https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#get-api-v2-speechandtextanalytics-conversations--conversationId--communications--communicationId--transcripturl
      1. This feature doesn't help to provide transcript of a Digital Interaction. It only works for Voice Speech Analytics. So, is will be of not help.

    What I tried are:

    1. Using recording API (/api/v2/conversations/{conversationId}/recordings)
    2. Using get Message API (/api/v2/conversations/messages/{conversationId}/messages/bulk)

    But, not able to format using the Data Actions to format with Agent/Customer Name, Sent Time and the actual Text Body only.

    Is there any way I can fetch the messaging transcript to consist only the messaging data which doesn't contain any system/routing data presentable to customer.



    ------------------------------
    Maloy Karmakar
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 5.  RE: File format for Downloading Transcripts from Interaction details

    Posted 08-16-2023 11:11
    No replies, thread closed.

    Hi Manoj,

    You should be able to use this API:

    https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#get-api-v2-speechandtextanalytics-conversations--conversationId--communications--communicationId--transcripturl

    to get messaging transcripts as well. It's not exclusive to voice interactions. If you run into issues, maybe you can open a CARE ticket to get further help.



    ------------------------------
    Anik Dey
    Genesys - Employees
    Staff Product Manager
    anik.dey@genesys.com
    ------------------------------

    Original Message


  • 6.  RE: File format for Downloading Transcripts from Interaction details

    Posted 08-13-2023 15:27
    No replies, thread closed.

    Hi there,  could you please also let me know where you are with this?

    If it helps, our requirements are:

    • Email transcript as a PDF
    •  Dates/times to show as our local times (not UTC)
    • Names to show as they do on our chat session (we're using web messaging)
    • Do not show the (internal) interaction details such as interaction ID, use name, wrap up code etc

    #Genesys Cloud CX
    #Interaction Analytics
    #SpeechandTextAnalytics



    ------------------------------
    Lee Smith
    Genesis Energy
    ------------------------------



  • 7.  RE: File format for Downloading Transcripts from Interaction details

    Posted 08-16-2023 19:43
    No replies, thread closed.

    I think Generally there are 2 export types I would be looking for

    One will be a formats that is most easily understood by other analytical tool sets. So maybe Json, and CSV

    The other will be what is easily read by a person. So maybe an html file or pdf.

    But would expect separate formats for separate purposes. 

    I imagine a voice transcript vs email vs chat might also add some differences. I might want emails in an email format like outlook's msg type, which doesn't work for chat or voice. 



    ------------------------------
    Anton Vroon
    ------------------------------



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