Genesys Cloud - Main

I saw a while back that the ability to edit transcripts was coming.  Any idea when that will be active?
#QualityManagement

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Daniel Cross
Bright Horizons Family Solutions LLC
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Genesys is working on redaction of PII from transcripts, but not changing of the transcript.  There might be some correction of them word-by-word, but I would not think they would let you change the transcript dramatically as it is a legal record.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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I was hoping with the edit ability we'd be able to change scores in call analytics and fix negatives where it transcribed incorrectly.

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Daniel Cross
Bright Horizons Family Solutions LLC
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Original Message:
Sent: 09-20-2022 11:32
From: Robert Wakefield-Carl
Subject: Edit transcripts

Genesys is working on redaction of PII from transcripts, but not changing of the transcript.  There might be some correction of them word-by-word, but I would not think they would let you change the transcript dramatically as it is a legal record.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Considerations are being looked at for tweaking the sentiment.  Not sure if they are going to let you change, but maybe remove some of the negative or positive spottings.  I see this idea:  https://genesyscloud.ideas.aha.io/ideas/SSA-I-117

I also added this one:  https://genesyscloud.ideas.aha.io/ideas/STA-I-46


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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 09-20-2022 11:42
From: Daniel Cross
Subject: Edit transcripts

I was hoping with the edit ability we'd be able to change scores in call analytics and fix negatives where it transcribed incorrectly.

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Daniel Cross
Bright Horizons Family Solutions LLC
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Original Message:
Sent: 09-20-2022 11:32
From: Robert Wakefield-Carl
Subject: Edit transcripts

Genesys is working on redaction of PII from transcripts, but not changing of the transcript.  There might be some correction of them word-by-word, but I would not think they would let you change the transcript dramatically as it is a legal record.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Prior to adding the "Correct Transcripts" capability, we will be first pursuing a Dictionary Management capability to allow customers to more easily add terms / words that are out of vocabulary, as those are the key words you really need transcribed correctly.  We are planning that for mid next year, but still early days in planning.

Subsequently, we would add a Correct Transcripts capability, which would allow users to interactively (i.e. in the transcript tab), correct the transcript, and also add it to the Dictionary to help with future transcription efforts.  This is even further out on the roadmap.

Thanks,

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Rakesh Tailor
Senior Director, Product Management - Workforce Engagement
Genesys Cloud
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