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You can see the transcription within Insights or the Interaction Record in line with the Call Recording.
The steps below assume you are a Sharpen administrator.
Create the Q Skill lang_es
In the top-left drop-down menu, click on Admin > Configuration > Q Skills.
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Create a new Q Skill: lang_es
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Example: Assign the Q Skill to an Inbound Route
You can assign the Q Skill lang_es several ways. This way shows you one easy way to do this is by assigning the lang_es Q Skill to an Inbound Route.
In the top-left drop-down menu, click on Admin > Configuration > Inbound Routes.
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In the screenshot below, we already have an IVR which greets the caller in Spanish and transfers the caller into a queue.
Click the Edit button to update the Inbound Route.
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In the Skills field, add the lang_es Q Skill. It should appear as an option when you start typing it in.
Click Save at the bottom of the page.
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Verifying Spanish call transcription
Create a test interaction
Call into the phone number associated with the Inbound Route that you’ve just updated with the lang_es Q Skill.
As an agent, answer this interaction.
As the caller, speak a few phrases in Spanish. For example, “1 2 3 4” in Spanish is “uno dos tres cuatro.”
End the interaction.
Go to Insights and create a report (e.g. “Queue Activity” with Data Source = Queue Activity) and click the Create button.
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Create the report with the following settings. You may select other fields as well, but we’ve included the fields required in order to verify Spanish transcription.
Date Range: today
Fields:
Queue Name
Queue Skills. Note in the screenshot highlighted below
lang_es is one of the Queue Skills.
The transcription has correct transcribed it in Spanish.
End Time
Transcription
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