Prerequisites
The following permissions are required to work with speech and text analytics features:
- Speech and Text Analytics > Settings > View
- Speech and Text Analytics > Settings > Edit
- Routing > Transcription Settings > View
- Routing > Transcription Settings > Add
- Routing > Transcription Settings > Edit
- Click Admin.
- Under Quality, click Speech and Text Analytics.
- Select the Settings tab.
- Under Voice Transcription, select Enabled based on Queue configuration or Flow action.
- Under Low Latency Transcription, select Enabled if you want to minimize the latency of all transcripts sent through the Notification API.
- Under Transcript Confidence Filter, set the minimum confidence threshold required for a word to be displayed in a transcript. The default value for Word Confidence is set to 40.
- Turn on Transcript Content Search if you want all voice transcripts and digital interaction content for the last 35 days to be searchable.
- Click Save.
You can find a short video that walks you through the steps for enabling transcription on our resource center:
Speech and text analytics - Genesys Cloud Resource Center#Workforce Engagement Management
#SpeechandTextAnalytics------------------------------
Robert Beasley
Global Director, Strategic Solutions
Genesys
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