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  • 1.  Genesys Cloud CX - Transcription

    Posted 03-25-2025 23:37
    No replies, thread closed.

    Hello community,
    I would like to know if we could keep the transcription running even after transferring the calls out. I know recording does, but not sure about transcription (I haven't found anything)

    Some our flows send out the call to a different system, depending on which option customers select.


    #PlatformAdministration

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    Gabriel Goncalves
    IT Network Administrator
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  • 2.  RE: Genesys Cloud CX - Transcription

    Posted 03-26-2025 12:23
    No replies, thread closed.

    Good question and I am not sure.  I will look into this, hopefully someone else in the meantime can confirm.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Genesys Cloud CX - Transcription

    Posted 03-26-2025 17:07
    No replies, thread closed.

    Thanks Samuel, let's see what we can find.



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    Gabriel Goncalves
    IT Network Administrator
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    Original Message


  • 4.  RE: Genesys Cloud CX - Transcription

    Posted 04-02-2025 11:53
    No replies, thread closed.

    Hi Gabriel,

    I haven't been able to confirm this yet, I will reach out further and see what I can find



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Genesys Cloud CX - Transcription

    Posted 04-06-2025 23:41
    No replies, thread closed.

    It's all fine Samuel,

    Thanks mate



    ------------------------------
    Gabriel Goncalves
    IT Network Administrator
    ------------------------------

    Original Message


  • 6.  RE: Genesys Cloud CX - Transcription

    Posted 04-08-2025 09:44
    No replies, thread closed.

    Hi Gabriel,

    I believe it would continue to transcribe if you have the Recording Enabled for External bridged transfers



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: Genesys Cloud CX - Transcription
    Best Answer

    Posted 04-10-2025 10:09
    No replies, thread closed.

    If you are doing a warm transfer/consult transfer it will continue transcribing as it will use the transcription settings for the queue you're transferring from. But if you're doing a blind transfer to queue B and queue B has transcription off, it will not transcribe.

    More info on this outlined here:

    https://help.mypurecloud.com/articles/limitations-with-voice-transcription/



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    Anik Dey
    Genesys - Employees
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  • 8.  RE: Genesys Cloud CX - Transcription

    Posted 04-14-2025 18:34
    No replies, thread closed.

    Hello Anik, 

    That's what I realized. Because when the call hits Genesys and then has a "automatic" forward (via DataTable) to an external number doesn't transcribe at all.
    So, now makes sense, needs to be Warm transfers.

    Thanks Anik Dey and Thanks Samuel Jillard



    ------------------------------
    Gabriel Goncalves
    IT Network Administrator
    ------------------------------

    Original Message


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