Genesys Cloud - Main

Hello, @Srikanth k s

Based on your test, I would separate the validation into two layers. The fact that the agent can open the ACD voicemail and see the voicemail transcription confirms that the Agent Voicemail Transcriptions feature is working for the voicemail interaction itself.

However, that does not necessarily mean the same transcription is being generated or exposed as a Speech and Text Analytics transcript in the Interaction Details page. The Transcript tab depends on Genesys Voice Transcription / Speech and Text Analytics data for the conversation communication, not only on the Agent Voicemail Transcriptions setting

So the key question is not only "is ACD voicemail transcription enabled?", but "was a Speech and Text Analytics voice transcript generated for the voicemail communication/recording segment?"

I would test it this way:

First, confirm that a regular inbound ACD call on the same queue shows the Transcript tab correctly. If it does, then the queue transcription configuration and general permissions are probably fine for normal calls.

Then, for the ACD voicemail example, use the API to validate whether a voice transcript exists for that communication. You can use the conversation details to identify the correct communication/session, and then call the Speech and Text Analytics transcript URL endpoint.

For example:

GET /api/v2/analytics/conversations/{conversationId}/details

Then use the related communication/session id with:

GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl

If this returns a transcript URL, then the transcript exists and the issue is likely related to UI visibility, permissions, recording segment access, or how the transcript is displayed in Interaction Details.

If this does not return a transcript for the voicemail communication, then the voicemail transcript you see in the ACD voicemail interaction is likely a separate voicemail transcription experience and not being generated/exposed as a Speech and Text Analytics transcript for the Interaction Details Transcript tab.

I would also double-check permissions specifically for the Interaction Details / transcript view, not only Voicemail > ACD Voicemail > View. At minimum, validate permissions such as Speech And Text Analytics > Data > View, Recording > Recording > View or Recording Segment > View, Analytics > Conversation Detail > View, and Conversation > Communication > View.

Also, "Enable Speech Recognition for the Entire Flow" is not the same thing as Voice Transcription for the Transcript tab. Speech recognition is for recognizing caller speech in Architect. The Interaction Details Transcript tab depends on voice transcription / Speech and Text Analytics.

So, in short: your ACD voicemail transcription is working, but that does not automatically prove that a Speech and Text Analytics transcript was generated for the Interaction Details Transcript tab. I would validate through the transcript API, and if the API confirms no transcript exists for the voicemail segment, I would open a Genesys Customer Care case with the conversation ID, queue, timestamp, screenshots of the voicemail transcript, and the empty Transcript tab.

Hi Arthur Pereira Reinoldes,

Thanks for sharing the information.

I can see the ACD inbound call transcript successfully on the Interaction page. Also, when I use the Transfer to User Voicemail option, I can see the voicemail transcription, and it is working as expected.

However, when I test the ACD Voicemail scenario, I am still unable to see the transcription on the Interaction page.

I reviewed the following Genesys documentation, where it mentions that by default, Genesys Cloud interaction reports do not include voicemail transcripts (please refer to the note section, point 4):

https://help.genesys.cloud/articles/enable-voicemail-transcription/

Could you please confirm if ACD Voicemail transcripts are expected to be available on the Interaction page, or if there are any additional configurations required?

Hello, @Srikanth k s

Based on your test, I would separate the validation into two layers. The fact that the agent can open the ACD voicemail and see the voicemail transcription confirms that the Agent Voicemail Transcriptions feature is working for the voicemail interaction itself.

However, that does not necessarily mean the same transcription is being generated or exposed as a Speech and Text Analytics transcript in the Interaction Details page. The Transcript tab depends on Genesys Voice Transcription / Speech and Text Analytics data for the conversation communication, not only on the Agent Voicemail Transcriptions setting

So the key question is not only "is ACD voicemail transcription enabled?", but "was a Speech and Text Analytics voice transcript generated for the voicemail communication/recording segment?"

I would test it this way:

First, confirm that a regular inbound ACD call on the same queue shows the Transcript tab correctly. If it does, then the queue transcription configuration and general permissions are probably fine for normal calls.

Then, for the ACD voicemail example, use the API to validate whether a voice transcript exists for that communication. You can use the conversation details to identify the correct communication/session, and then call the Speech and Text Analytics transcript URL endpoint.

For example:

GET /api/v2/analytics/conversations/{conversationId}/details

Then use the related communication/session id with:

GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl

If this returns a transcript URL, then the transcript exists and the issue is likely related to UI visibility, permissions, recording segment access, or how the transcript is displayed in Interaction Details.

If this does not return a transcript for the voicemail communication, then the voicemail transcript you see in the ACD voicemail interaction is likely a separate voicemail transcription experience and not being generated/exposed as a Speech and Text Analytics transcript for the Interaction Details Transcript tab.

I would also double-check permissions specifically for the Interaction Details / transcript view, not only Voicemail > ACD Voicemail > View. At minimum, validate permissions such as Speech And Text Analytics > Data > View, Recording > Recording > View or Recording Segment > View, Analytics > Conversation Detail > View, and Conversation > Communication > View.

Also, "Enable Speech Recognition for the Entire Flow" is not the same thing as Voice Transcription for the Transcript tab. Speech recognition is for recognizing caller speech in Architect. The Interaction Details Transcript tab depends on voice transcription / Speech and Text Analytics.

So, in short: your ACD voicemail transcription is working, but that does not automatically prove that a Speech and Text Analytics transcript was generated for the Interaction Details Transcript tab. I would validate through the transcript API, and if the API confirms no transcript exists for the voicemail segment, I would open a Genesys Customer Care case with the conversation ID, queue, timestamp, screenshots of the voicemail transcript, and the empty Transcript tab.