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  • 1.  Live Call Transcripts

    Posted 07-07-2026 05:09

    Dear Team,

    Is there any option available in Genesys Cloud to achieve this?

    1. Live Call Transcripts

      • Do we have the feasibility to view live call transcripts while the agent is actively interacting with the customer during a call.

    #Routing(ACD/IVR)

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    Muhammed Shaibant
    x
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  • 2.  RE: Live Call Transcripts
    Best Answer

    Posted 07-07-2026 05:33

    Hi Muhammed,

    as an agent you should be able to see the real-time transcription in Agent Copilot, if it's assigned to the queue and the user has the required permissions: Work with Genesys Agent Copilot - Genesys Cloud Resource Center

    Regards,

    Jeroen



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    Jeroen van der Sandt
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  • 3.  RE: Live Call Transcripts

    Posted 07-07-2026 05:38
    Edited by Muhammed Shaibant 07-07-2026 06:03

    Dear Jeroen,

    Thank you for sharing the documentation link.

    I have gone through the document and checked our subscription details. I can see that our subscription includes 40 Genesys Agent Copilot tokens.

    Could you please confirm whether we can achieve our requirement using these Agent Copilot tokens?

    Please find the attached screenshot for your reference. Also, let me know if you have any other suggestions or recommendations regarding this requirement.

    image





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    Muhammed Shaibant
    x
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    Original Message


  • 4.  RE: Live Call Transcripts

    Posted 07-07-2026 05:45

    It works with AI tokens: Genesys Agent Copilot availability in Genesys Cloud licenses - Genesys Cloud Resource Center



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    Jeroen van der Sandt
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    Original Message


  • 5.  RE: Live Call Transcripts

    Posted 07-07-2026 06:08

    Dear Jeroen,

    Thanks.

    I can see that our subscription includes 40 Genesys Agent Copilot tokens.

    Could you please confirm whether we can achieve our requirement using these Agent Copilot tokens?

    Please find the attached screenshot for your reference. Also, let me know if you have any other suggestions or recommendations regarding this requirement.

    Also, how are the tokens calculated? Are they based on the number of requests, or on agent utilization?

    image


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    Muhammed Shaibant
    x
    ------------------------------

    Original Message


  • 6.  RE: Live Call Transcripts

    Posted 07-07-2026 07:23

    Hi Muhammed,

    Based on the AI Experience token model, Genesys Agent Copilot requires 40 AI Experience tokens per named user (or 60 per concurrent user).

    From your screenshot, it appears that 40 AI Experience tokens are allocated for Agent Copilot, so if you're using named licensing, that would align with the token requirement for an assigned Agent Copilot user.

    The AI Experience token model is explained here:

    https://help.genesys.cloud/articles/genesys-cloud-tokens-model/

    Hope this helps!



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 7.  RE: Live Call Transcripts

    Posted 07-07-2026 06:07

    Hi Muhammed,

    From my understanding, yes live call transcripts are available natively in Genesys Cloud during active interactions. Agents can view near real-time transcripts directly in their Agent Copilot panel while on a call, provided Speech and Text Analytics is enabled on the queue and agents have the Speech And Text Analytics > Data > View permission assigned.

    For supervisors however there is no native UI view for live transcripts during an active call. If live transcript visibility is needed for supervisors as well, it would require a custom solution using the Notifications API by subscribing to the v2.conversations.{id}.transcription topic via WebSockets to stream the transcript in real time.

    Hope this helps!

    Reference: https://help.genesys.cloud/articles/work-with-genesys-agent-copilot/



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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