Configure Genesys Cloud CX Voice Transcript component

Administrators can add the Genesys Cloud CX Voice Transcript component to transcribe voice interactions in the contact center into written words that are stored as speaker-separated conversational text. Use the private key that you have used for setting up the CX Cloud from Genesys and Salesforce integration. For more information, see Requirements for CX Cloud from Genesys and Salesforce integration.

In Genesys Cloud, enable the voice transcription option both at the organizational level and at the queue level. 詳細については、 音声文字起こしを設定する.  

コンポーネントを構成する

In Salesforce, add the Genesys Cloud CX Voice Transcript component to the Voice Call record page. For more information, you can see Create the Voice Call Record Page in the Salesforce documentation and Create and configure the Voice Call record page for agents in Genesys Cloud.

Along with this component, also add the Enhanced Conversation, a Standard component from Salesforce, to the Voice Call record page.

How it works?

When an agent attends a voice interaction, the real-time voice transcription functions through the Voice Call object, which sends the transcript to Salesforce for display on the UI.