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
------------------------------

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

Original Message:
Sent: 05-27-2022 05:54
From: Dilip Karthik
Subject: File format for Downloading Transcripts from Interaction details

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
------------------------------

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:
Sent: 08-13-2023 04:44
From: Maloy Karmakar
Subject: File format for Downloading Transcripts from Interaction details

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

Original Message:
Sent: 05-27-2022 05:54
From: Dilip Karthik
Subject: File format for Downloading Transcripts from Interaction details

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
------------------------------

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.

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:
Sent: 08-13-2023 04:44
From: Maloy Karmakar
Subject: File format for Downloading Transcripts from Interaction details

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

Original Message:
Sent: 05-27-2022 05:54
From: Dilip Karthik
Subject: File format for Downloading Transcripts from Interaction details

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
------------------------------

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
------------------------------

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
------------------------------