Genesys Cloud - Main

Hi All,

Trying to see if you experienced this and found a solve for it or if this is simply standard within the platform. 

1. Has anyone had any luck getting the VTT transcription more efficient when it comes to formal names or names in general for that matter? 

2. I am noticing that the transcription of the call does not synch with the recording of the screen, there seems to be a delay. Therefore, I cannot rely on the accuracy of it when evaluating calls. Is there anything that can be done to better align this?

Any insight would be appreciated, thank you! 

Hello Diane, 

Regarding name recognition accuracy, there are several way to improve the transcription. Use dictionary management, you can add business or domain-specific terms to improve recognition. Adding the names to topics with phrases that contain specific names also seem to help. Also adding the names to a phrase list within topics that are used in the transcription service.

These are a few ideas, hope they help. 

Cheers, 

Hi All,

Trying to see if you experienced this and found a solve for it or if this is simply standard within the platform. 

1. Has anyone had any luck getting the VTT transcription more efficient when it comes to formal names or names in general for that matter? 

2. I am noticing that the transcription of the call does not synch with the recording of the screen, there seems to be a delay. Therefore, I cannot rely on the accuracy of it when evaluating calls. Is there anything that can be done to better align this?

Any insight would be appreciated, thank you!