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.

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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

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.

• 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.

• 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.

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.

• 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