Cloud Transcribe

Converts speech into text for use in self-service applications.

This action provides transcription for CXoneTurn-by-Turn Transcription. This service allows you to use third-party transcription services with CXone. You can learn more about Turn-by-Turn Transcription, its uses, and supported transcription providers on the Turn-by-Turn Transcription help page.

Supported Script Types

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.
transcriptionProfileID	Enter the name of the transcription profile you want to use with this action. You can also double-click the action and click select for the profile you want to use.
hintPhrases	Words or phrases that help the transcription service increase the accuracy of the transcription. During the transcription process, if there is uncertainty about a particular word or phrase, hint phrases can help the service determine the correct words. For example, if you know that a script handles interactions where contacts ask account-related questions, you could add terms such as email address, mailing address, credit card, cancel my account, and phone number.
nextPromptSequence	The response received from the virtual agent that will be played for the contact. You only need to configure this property if using this action to enable a text virtual agent to handle voice interactions. Configure this property with the variable specified in transcriptVarName (out) with the asJSON() function. You can also convert the contents of transcriptVarName (out) to JSON in a Snippet action and configure this property with the variable that holds the JSON.
nextPromptBehavior	Specifies the configuration and behavior of the next prompt in a conversation. Define the behaviors you want to see using a Snippet action and following the Default Next Prompt Behaviors or Next Prompt Behaviors snippet example. This example describes properties you can use to configure comfort noise, DTMF collection, and allowing the contact to speak over audio as it's playing (barge). Configure the nextPromptBehavior property with the name of the object you used in the snippet code. This passes settings to this property and its action. For example, using the Next Prompt Behavior snippet example, you would enter {nextPromptBehaviorsOutjson} for this property. You only need to configure this property if using this action to enable a text virtual agent to handle voice interactions.

Output Properties

These properties contain variables that hold data returned from executing the action. They're available for reference and use when the action completes.

Property	Details
transcriptVarName (out)	Contains the transcribed text.
errorDetailsVarName (out)	Prompts the error intent sequence; can lead to a transfer to a live agent.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
OnSuccess	Path taken if the action completes without errors and any API calls or data returns were successful (2xx response codes).
OnError	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.
OnDTMF	Path taken if the script detects DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. input.
OnUserInputTimeout	Path taken when there is no response by the user in the time specified in the Prompt Behavior snippet (either the Default or the Next Prompt Behavior snippet).

Snippet Action Requirement

If you're using this action to enable a text virtual agent to handle voice interactions, you must include these snippets: