Genesys Cloud - Main

Hi everyone,

I would like to confirm something based on my recent tests in Genesys Cloud.

It seems that call transcription is not available if the call is not recorded.

So I have a few questions:

• Is call recording a prerequisite to enable transcription?
• If yes, does it mean that in an IVR (Architect flow), there is no need to use the transcription block if the recording block is not enabled?

From my tests, transcription only works when recording is active, but I would like to confirm if this is the expected behavior.

Thanks in advance for your confirmation.

Hi Ragheb

I would recommend having a look at the following article regarding voice transcription - https://help.genesys.cloud/articles/configure-voice-transcription/

According to this article, recording is a prerequisite for transcription - https://help.genesys.cloud/articles/recording-in-genesys-cloud/

Regards

Hi Ragheb,

Agree with Stephan call recording is a prerequisite for voice transcription.

So if recording is not enabled, I wouldn't expect transcription to be generated, even if the Transcription action is used in the flow. In that case, the Transcription block in Architect wouldn't add value unless recording is already enabled for the interaction.

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Phaneendra
Technical Solutions Consultant
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