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Hi All, 

I'm using the /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl endpoint to download the transcript of a conversation. In the response, each phrase in transcript object has a participantPurpose field, which is either internal or external.

When it's marked as internal, it could be an IVR, ACD, or an Agent. However, the transcript doesn't directly indicate which specific internal participant (IVR, ACD, or Agent) spoke a given phrase.

In the Genesys Transcript UI, they're able to display this information - so I'm trying to understand how I can map a phrase to the exact participant name or type programmatically. Is there a way to retrieve this detail from the conversation data or another related API?

Hi All, 

I'm using the /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl endpoint to download the transcript of a conversation. In the response, each phrase in transcript object has a participantPurpose field, which is either internal or external.

When it's marked as internal, it could be an IVR, ACD, or an Agent. However, the transcript doesn't directly indicate which specific internal participant (IVR, ACD, or Agent) spoke a given phrase.

In the Genesys Transcript UI, they're able to display this information - so I'm trying to understand how I can map a phrase to the exact participant name or type programmatically. Is there a way to retrieve this detail from the conversation data or another related API?

Hi All, 

I'm using the /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl endpoint to download the transcript of a conversation. In the response, each phrase in transcript object has a participantPurpose field, which is either internal or external.

When it's marked as internal, it could be an IVR, ACD, or an Agent. However, the transcript doesn't directly indicate which specific internal participant (IVR, ACD, or Agent) spoke a given phrase.

In the Genesys Transcript UI, they're able to display this information - so I'm trying to understand how I can map a phrase to the exact participant name or type programmatically. Is there a way to retrieve this detail from the conversation data or another related API?

Hi Karthik, I'll respond to this from a slightly different angle.  Is there a reason you're recording and transcribing IVR/Queue segments?  If you decide to look at things like Agent Copilot, it's advisable to turn those off.

Hi All, 

I'm using the /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl endpoint to download the transcript of a conversation. In the response, each phrase in transcript object has a participantPurpose field, which is either internal or external.

When it's marked as internal, it could be an IVR, ACD, or an Agent. However, the transcript doesn't directly indicate which specific internal participant (IVR, ACD, or Agent) spoke a given phrase.

In the Genesys Transcript UI, they're able to display this information - so I'm trying to understand how I can map a phrase to the exact participant name or type programmatically. Is there a way to retrieve this detail from the conversation data or another related API?