Interaction Transcript

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Recording in Genesys Engage cloud.

If Speech Analytics is enabled, interaction transcripts are available.

When working with transcripts you can:  

• View an interaction's transcript 
• Search an interaction's transcript 
• View the words spoken during the interaction
• View Events found in the interaction.
• View comments that you and other users added to the interaction
• View related words for a selected term.
• View who is talking during the interaction.

View an interaction's transcript

1. Select Explore > Search. 
2. Playback an interaction.
3. Click the Transcript icon  to view the interaction transcript.

Search an interaction's transcript

1. Select Explore > Search. 
2. Playback an interaction.
3. Click the Transcript icon to view the interaction transcript.
4. In the top right corner of the transcript click the Search icon and in the field that appears type the letter, word, and/or phrase you are searching for. The specific letter, word and/or phrase will be highlighted in the transcript if found.

View the spoken word within the transcript

• When you play back an interaction, the current playback location in the transcript is indicated by a line beneath the word being spoken. 
• Once a word is played back, its color changes from gray to black and the typeface of the text reflects the confidence of the transcription: the darker the text, the higher its accuracy.

View an interaction's events

• The locations of Events are indicated in the transcript by numbered Event icons .
• To view an event, refer to the right side of the Transcript page. The right side of the Transcript page contains a list of all the comments and events in the interaction.
• The numbers match the event numbers that appear in the Events list on the right side of the page.

For details see: Interaction Events

Edit, show or hide comments added by SpeechMiner users

View a comment:

• Hover over the Comments icon . A tip appears with the comment.
• Refer to the right side of the Transcript page. The right side of the Transcript page contains a list of all the comments and events in the interaction.

Edit a comment:

• Click the Comment icon. An Edit Comment window opens.

For details see: Interaction Comments

View related words for a selected term

1. Place your mouse cursor on the term/phrase and double-click. A pop-up menu appears.
2. Select Related Words. The related words results are opened in a new window.

For details see: Related Words

View who is talking (agent or customer)

• When your system employs multiple audio channels, the speakers are identified in the transcript and the transcript includes information about when the agent is talking and when the customer is talking. 

If your system employs multiple audio channels, the speakers are identified in the transcript, and the text is color-coded to match the speakers.