Thanks Maxim,
It was exactly that, but one step further. We had "Set Language" and all the supported languages in our main flow. We were missing the support languages being added to our in-queue flows. We've added those and now see the transcripts in their assigned language. Thanks!
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Izeck McRae
The Church of Jesus Christ of Latter-day Saints
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Original Message:
Sent: 06-07-2024 22:49
From: Maxim Tsvetov
Subject: Voice transcripts not detecting correct dialect
Hi Izeck,
If your issue is with Inbound calls - you need to make sure that you use "Set Language" action in Architect. That is what will define transcription language.
Links to relevant documentation:
https://help.mypurecloud.com/articles/configure-voice-transcription/
https://help.mypurecloud.com/articles/set-language-action/
Original Message:
Sent: 06-06-2024 16:07
From: Izeck McRae
Subject: Voice transcripts not detecting correct dialect
Thanks for the help on the transcript dialect! Does this mean that I'll need to establish phone trunks for each language that we support over voice? Any further documentation that I can reference for this?
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Izeck McRae
The Church of Jesus Christ of Latter-day Saints
Original Message:
Sent: 06-05-2024 14:00
From: Nicole Milliken
Subject: Voice transcripts not detecting correct dialect
Hi @Izeck McRae,
Your question received an answer on the newest episode of the Genesys Cloud Q&A Show. Check the chapter markers to jump to your question. We hope this helps!
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Nicole Milliken
Genesys - Employees
Original Message:
Sent: 05-31-2024 01:06
From: Izeck McRae
Subject: Voice transcripts not detecting correct dialect
We are seeing an issue where the dialect on all of our calls are being set to English (us-en). The language skill for the call will be set correctly (i.e. spanish, portuguese, french, etc.), but the transcript still tries to use English and we're left with a mess of words. I've verified that our program has engines for each of the languages our contact center supports. Looking through our architect flow we can't find anything specifically out of place.
#Troubleshooting
#VoiceTranscription
#dialect
#Language
#Reporting/Analytics
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Izeck McRae
The Church of Jesus Christ of Latter-day Saints
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