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  • 1.  Is there a way to mask content in call transcript

    Posted 03-07-2023 06:12
    No replies, thread closed.

    We need a way to mask profane or bad language used by customer in call which is visible in the transcript, any way to do that?


    #QualityManagement

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    Harshali Bhure
    Accenture Solutions Private Limited
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  • 2.  RE: Is there a way to mask content in call transcript

    Posted 03-07-2023 06:39
    Edited by Gabe Ladios 03-07-2023 06:39
    No replies, thread closed.

    Hello Harshali,

    While this feature is not yet available,there is an Idea submitted regarding the ability to mask profanity or pejorative words if detected by a transcript. The said Idea is currently under community review and it will help if you can vote on it and most importantly add comments to add further context on how this affects your team or employees.

    The said idea may be accessed here:

    https://genesyscloud.ideas.aha.io/ideas/STA-I-37



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    Gabe Ladios
    Genesys - Employees
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