Real-time transcription in Agent Workspace
If real-time transcription for calls is enabled in Agent Workspace for your account, a real-time transcript can be displayed throughout a call. Both inbound and outbound interactions can be transcribed; in both cases, the call must be being recorded for it to be transcribed.
Real-time transcription appears in the conversation window during calls. Text is left-aligned enabling agents to read along without having to look from side to side.
Agents can show or hide the transcript as required. For information about showing and hiding the transcript, see Using real-time transcription in Agent Workspace.
Profanity filter in real-time transcription
If enabled for your account, the profanity filter will censor inappropriate words in calls being transcribed in real time. If any participant on a call uses inappropriate language, the letters of applicable words will be replaced — other than their first letter — with an asterisk (*).
For general assistance, please contact Customer Support.
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