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  • 1.  Live Voice Transcription – Native or Copilot Only?

    Posted 02-16-2026 00:00
    Edited by Phaneendra Avatapalli 02-16-2026 00:53
    No replies, thread closed.

    Hi everyone,

    I was reviewing the official transcription documentation here:
    https://help.genesys.cloud/articles/configure-voice-transcription/

    From what I can tell, this appears to describe standard transcription that becomes available after or near the end of a voice interaction.

    My question is:

    Is live voice transcription available inside Genesys Cloud during an active call, or is transcription only available after the call has finished?

    And if Agent Copilot is enabled, does that change the behavior — for example, enabling real-time, in-call transcription?

    Wanted to clarify expected behavior based on practical experience — thanks!

    Regards,
    Phaneendra

    #AgentCopilot
    #SpeechToText
    #ContactCenterAI
    #Routing



  • 2.  RE: Live Voice Transcription – Native or Copilot Only?
    Best Answer

    Posted 02-16-2026 03:21
    No replies, thread closed.

    Hi Phaneendra,

    I've been playing around with Copilot recently and there is a live transcription at the bottom of the Copilot panel (example below).   I've also noticed that Copilot interactions post call take much longer to generate/upload the recording to the interaction (up to 5mins). 

    In terms of transcription usage, Copilot uses Voice Transcription (Native and Extended) where as non-Copilot users usage comes from the Legacy Voice Transcription which per agent has more minutes of usage per month.  I also understand that the new Copilot Transcription takes precedence over the Legacy one for usage.  So your Copilot user will have 1500mins per month instead of 5000mins for non-Copilot (per user).  

    Genesys Cloud fair use policy View summary - Genesys Cloud Resource Center



    ------------------------------
    Robert Niblock
    Contact Centre Technology Analyst
    ------------------------------



  • 3.  RE: Live Voice Transcription – Native or Copilot Only?

    Posted 02-16-2026 05:24
    No replies, thread closed.

    Thanks for the clarification - that's very helpful.

    I'll look further into the two-way live transcription / translation capability and whether it's available in our current setup.

    In the meantime, if anyone in the community is actively using real-time bi-directional translation (e.g., Mandarin ↔ English) during live calls, I'd really appreciate hearing how you've implemented it and what licensing or configuration was required.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 4.  RE: Live Voice Transcription – Native or Copilot Only?

    Posted 02-16-2026 08:38
    No replies, thread closed.

    Hi Robert,  

    Regarding the transcription time, could it be related to the "Low Latency Transcription" parameter?



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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