Genesys Cloud - Main

We have a query related to enabling the transcript based on the interaction. We have the option to enable this at the queue level or at the Architect call flow level.

Nevertheless, our intention is to activate transcription exclusively for particular language skills associated with an ACD queue.

For instance, we aim to apply transcription to English Language calls that are directed to a specific queue, even in situations where agents equipped with both English and Spanish language skills are members of that queue.

In essence, we seek to enable transcription solely for interactions that are focused on English language skills within the designated queue.

#QualityManagement

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Sivaraman R
Johnson & Johnson
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There is an Architect operation to turn on / off transcription on a call. Use that to only turn it on when a call meets the requirements to be transcribed. So, when you select the language, at that point you add the operation to turn on if English is selected, but off if anything else is selected.

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Paul Simpson
Eventus Solutions Group
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Hi Paul,

Enabling the Transcription block at the Architect level based on condition did not help. It works for customer-agent conversation only if it is enabled at the queue level. But if it is enabled at the queue level all recordings are transcribed irrespective of the language.

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Sivaraman R
Johnson & Johnson
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Original Message:
Sent: 08-23-2023 17:29
From: Paul Simpson
Subject: Voice Transcription based on ACD/Language skills at the queue level

There is an Architect operation to turn on / off transcription on a call. Use that to only turn it on when a call meets the requirements to be transcribed. So, when you select the language, at that point you add the operation to turn on if English is selected, but off if anything else is selected.

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Paul Simpson
Eventus Solutions Group
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Hey Sivaraman,

Can you create an idea for it? https://help.mypurecloud.com/faqs/how-do-i-submit-an-enhancement-request/

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Anik Dey
Genesys - Employees
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Original Message:
Sent: 08-24-2023 06:55
From: Sivaraman R
Subject: Voice Transcription based on ACD/Language skills at the queue level

Hi Paul,

Enabling the Transcription block at the Architect level based on condition did not help. It works for customer-agent conversation only if it is enabled at the queue level. But if it is enabled at the queue level all recordings are transcribed irrespective of the language.

------------------------------
Sivaraman R
Johnson & Johnson
------------------------------


Original Message:
Sent: 08-23-2023 17:29
From: Paul Simpson
Subject: Voice Transcription based on ACD/Language skills at the queue level

There is an Architect operation to turn on / off transcription on a call. Use that to only turn it on when a call meets the requirements to be transcribed. So, when you select the language, at that point you add the operation to turn on if English is selected, but off if anything else is selected.

------------------------------
Paul Simpson
Eventus Solutions Group