Transcription

In this tab, you will have access to the full transcription of the interaction so you can review it in detail.

• For Telephony, if you have Net2Phone AI, the full transcription of the interaction will appear.
• For text channels, the conversation between the user and the client will be available.

Telephony Interactions

In this tab, you will be able to access the full transcription of the call generated with Net2Phone AI, if you have subscribed to this service.

When you enter this tab and have Net2Phone AI, the transcription may not be visible. There are different statuses for transcriptions:

This transcription has not been generated yet

This message indicates that this particular interaction was not selected within the percentage of interactions chosen for analysis.

However, you can generate the transcription by pressing the "Generate transcription" button, and in a few seconds or minutes, depending on the duration of the recording, the transcription will appear.

Wait a few seconds

This message indicates that the transcription is being generated and will be available in a few seconds.

Error

If an error occurs while generating the transcription, the following message will appear.

You can click the "Try again" button to regenerate the transcription.

Don't have Net2Phone AI?

If you don't have Net2Phone AI, the following message will appear.

To subscribe, you can contact your sales advisor.

Text Interactions

For text channel interactions, the transcription shows the messages exchanged between the agent and the client during the interaction.

What is included in each message?

Below is the information displayed for each message.

• Avatar: agent's avatar.
• Name: name of the agent or client.
• Date: date the message was sent or received.
• Message: the message sent or received.

For email interactions, you can see all the emails sent and received during the interaction, but in a different format.

What is included in each email?

Below is the information displayed for each email.

• Avatar: agent's avatar.
• Name: name of the agent or client.
• CC and BCC: will display if the email has CC or BCC.
• Message: message sent or received in the email.