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  • 1.  Transcription between users

    Posted 20 days ago

    Is it possible to transcribe conversations between users when connected via queue routing? Example: External caller routed to ACD Agent A - interaction is recorded and transcribed. During that interaction, Agent A does Consult Transfer to another queue reaching Agent B. The audio between Agent A and Agent B is recorded as part of original interaction. But, for that segment, there is no transcription. Transcription is enabled in both queues and at the top of the flow for each queue Transcription Enabled  Action Step is present.


    #Architect and Design

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    Mark Kastner
    Gate 1 Travel
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  • 2.  RE: Transcription between users
    Best Answer

    Posted 20 days ago

    Hello Mark,

    Currently, that is not a features within Genesys Cloud, however, I did find this idea that is marked as Future Consideration in the Product Ideas Lab. I would highly recommend voting and commenting on this idea if you would like to see this released as a features in Genesys Cloud.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Transcription between users

    Posted 20 days ago

    Complementing Cameron's answer, here is the link to the documentation should you need to present to your client the information that Consult does not have transcription

    https://help.genesys.cloud/articles/record-acd-agent-consult-calls/



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    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.
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    Original Message


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