Using real-time transcription in Agent Workspace

If real-time transcription for calls is enabled in Agent Workspace for your account, you can follow a real-time transcript during 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 you to read along without having to look from side to side.

If you don't want to see the transcript, you can hide it. The button for controlling real-time transcription is at the top of the conversation window close to the consult/transfer icon.

By default, when enabled, the transcript appears. To hide the real-time transcript, click the icon.

To show it, click the icon again.