When on a Voice Contact, Engage can display a live transcript of the interaction.
Engage utilises AWS Contact Lens to perform transcription.
How to Setup Live Voice Transcripts
In order to use Live Voice Transcripts your Cloud Formation Stack must be on v5.46.0 (or later).
Live Voice Transcripts require Contact Lens to be enabled.
- Ensure that Contact Lens is enabled by following these instructions
- Within the Contact Lens settings, enable the Real-time and post-call analytics option
- Within Engage, go to the Settings page
- Select the Workflows tab
- Select the relevant Workflow and click Edit workflow
- Scroll down to the Voice Transcripts section
- Select the Real-time option
- Click Save Workflow
