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  • 1.  Transcripts into the Transcript Preview

    Posted 09-30-2025 11:09
    No replies, thread closed.

    I have created a Call Summary and added a number of customer insights to the Call Summary. In order to test the customer insights I have downloaded the transcript of a test call I have made and want to copy and paste it into the preview transcript in order to see what the outputs are of the insights I have added to the summary. When i have tried to copy the transcript directly into the preview I am getting an error message which states "Transcript format invalid. Please correct and retry. 

    I have had to spend quite a while modifying the transcript so amending the external and internal from the transcript to customer and agent respectively, taking out the time stamps from the transcript amongst other editing in order to get the correct format as below.

    Customer: I have a problem with the price of the shirt.
    Customer: Yesterday, when I checked, the price was $70, but today it shows $94.
    Agent: Okay, I'll look into it. What is your full name?
    Customer: Norman Bouchard
    Agent: Also, your account and order ID.
    Action: A reason from yesterday has been recorded.

    Is there anyway to be able to format the transcript quickly in order for it to be pasted into the preview ?. I would have thought Genesys would have enabled you to just copy a transcript of a call into the transcript preview but it doesn't look like you are able to.


    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)

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    richard craig
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  • 2.  RE: Transcripts into the Transcript Preview
    Best Answer

    Posted 09-30-2025 13:18
    No replies, thread closed.

    No quick way that I have found. Hopefully someone else has...



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: Transcripts into the Transcript Preview

    Posted 09-30-2025 21:43
    No replies, thread closed.

    That is true.  You would have thought that whoever came up with the preview would have considered clients taking actual conversations into the preview without a lot of work.  I turned to my latest AI friend - Perplexity.ai and used this prompt followed by the conversation copy and it came out perfect.


    Format this using the format of
    Customer:
    Agent:
    Where External is Customer and Internal is Agent. Remove all other information from the top.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 4.  RE: Transcripts into the Transcript Preview

    Posted 10-01-2025 16:22
    No replies, thread closed.

    I tried the same prompt with ChatGPT. It came out fairly well, though ChatGPT changed the wording a little and cleaned up the conversation to get rid of "huh" and where the customer said, "yeah, yeah, yeah, yeah" and such.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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