You can changed the post-call transcription language to Spanish by applying a QSkill—this enables you to assign the skill for a particular Queue, or even a selection within the IVR, making the choice dynamic rather than all-or-nothing. Pretty cool, huh?

In order to change the transcription language, all you have to do is assign the lang_es skill to the interaction. Again, this can be on an inbound route, in an IVR selection, etc. Then, ensure transcription is turned on for a particular queue and viola! Your call will now transcribe in Spanish, rather than English.

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.

sharpencx_admin_config_qskills_new_skill-20250211-154033.png

Create a new Q Skill: lang_es

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.

sharpencx_admin_config_inbound_routes-20250211-155011.png

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.

sharpencx_inbound_routes_spanish_ivr-20250211-155549.png

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.

sharpencx_edit_inbound_route_add_qskill_lang_es-20250211-155513.png

Setting the Post-Call Transcription Language to Spanish

Create the Q Skill lang_es

Example: Assign the Q Skill to an Inbound Route