Live Voice Transcripts (Engage Legacy)

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

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