Genesys Cloud CX

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  • 1.  Edit transcripts

    Top 25 Contributor
    Posted 09-20-2022 10:27
    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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  • 2.  RE: Edit transcripts

    Posted 09-20-2022 11:32
    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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  • 3.  RE: Edit transcripts

    Top 25 Contributor
    Posted 09-20-2022 11:43
    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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  • 4.  RE: Edit transcripts

    Posted 09-20-2022 16:42
    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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  • 5.  RE: Edit transcripts

    GENESYS
    Posted 09-21-2022 09:57
    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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