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  • 1.  Realtime Transcription - Proactive Alerts to Supervisor

    Posted 07-06-2023 01:41
    No replies, thread closed.

    Hi There,

    In Genesys cloud do we have real-time alerts based on conversation transcription? i.e. Proactive Alerts to supervisor/manager or highlight calls that may require escalation.

    One of our customers raised this requirement, when a customer and agent are in an active conversation and if the call is going to be escalated they need some indications based on real-time transcription (Topics) to alert the supervisor so that they can manage the escalation proactively.

    Any apps are available in GC for this solution? 


    #Unsure/Other

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  • 2.  RE: Realtime Transcription - Proactive Alerts to Supervisor

    Posted 08-03-2023 03:44
    No replies, thread closed.

    Not in the UI yet, but the new Trigger UI will allow for this in the near future.  For now, you have to create a webhook to the Transcription Notifications Topic and "listen" for keywords.  When found, you can run a workflow or other notification mechanism.  Using Triggers and Automation, you can do the same without the web service.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Realtime Transcription - Proactive Alerts to Supervisor

    Posted 08-03-2023 23:22
    No replies, thread closed.

    @Robert Wakefield-Carl  Thank you, for the update. I will try using Webhook and workflow.
    This is what the customer requested. Real-time Interaction Guidance -AI-driven Platform Check the video on this page.



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