CONTINUOUS TRANSCRIPTION

Icon of a pentagon with a microphone and a piece of lined paper in it.

Allows you to use CXoneContinuous Stream Transcription in your Studio scripts. Using this action, you can turn transcription on and off when needed in your script.

Dependencies

This action requires CXone Continuous Stream Transcription.
Place CONTINUOUS TRANSCRIPTION early in the script. If you're using it with the VOICEBOT EXCHANGE action, place CONTINUOUS TRANSCRIPTION before VOICEBOT EXCHANGE. It needs to be located outside of any loops with VOICEBOT EXCHANGE that define the virtual agent's conversation turns.

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

Comparison of Similar Actions

The following actions have similar functions, but with some key differences:

Cloud Transcribe : Use this action with CXone Turn-by-Turn Transcription.
Continuous Transcription: Use this action with Continuous Stream Transcription.

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.
transcriptionProfileName	The name of the transcription profile you want this action to use. Double-click the action to select a transcription profile. You can also create a profile if needed.
enabled	Select True to enable continuous transcription. The default value is False. If you only need Continuous Stream Transcription at certain points of an interaction, you can use multiple instances of the CONTINUOUS TRANSCRIPTION action and turn transcription on and off to help reduce billing costs.
participants	Determines what sides of the conversation are transcribed. Select one of these options: Patron: Select to transcribe only the contact's The person interacting with an agent, IVR, or bot in your contact center. side of the conversation. Agent: Select to transcribe only the agent's side of the conversation. Both: Select to transcribe both the agent's and the contact's utterances State that allows an agent to complete work requirements after finishing an interaction. If you're setting up Voicebot Gateway, set this property to Patron.
generateUtteranceEvents	Defines whether the transcription service generates utterance events to indicate that the contact is speaking. Utterance events break the audio stream into segements that are sent one by one. Set this property to True to generate utterance events, or to False if you do not need utterance events from this action. This property should always be set to True when enabling barge for virtual agents that use Voicebot Gateway. For uses such as voicemail transcription, it should be set to False.
scriptParamsJson	The name of the variable that holds the transcribed content.

*Required

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.
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.

Tips & Tricks

Use two instances of CONTINUOUS TRANSCRIPTION in a loop to turn the transcription on and off. Set enabled to True in one instance and to False in the second instance of the action. For example, you could use this to transcribe voicemails, which is described in the Script Example section below. Doing this will help reduce the cost of transcription by ensuring that Continuous Stream Transcription only runs when it's needed.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

This example shows using CONTINUOUS TRANSCRIPTION to capture the transcript of voicemail messages. The following image shows that the PLAY action that plays the voicemail prompt and the RECORD action that records the voicemail are placed between two CONTINUOUS TRANSCRIPTION actions. The first instance turns on the transcription, and the second instance turns it off. The GET TRANSCRIPT action pulls the transcript into the script. The transcript is held in a variable that is defined in the GET TRANSCRIPT action.

Download this script.