Introduction
This article describes the Real Time Transcription window available within the Agent Desktop / Contact Manager module of the Premier Contact Point platform.
Background
Where real time transcription is enabled for a queue, the Agent Desktop / Contact Manager will display a live transcription of the conversation between the caller and the agent during a voice interaction.
The transcription window can be accessed during an active voice interaction via the toolbar.
Display Elements
Transcript window
The transcript window displays a live, real time transcription of the voice interaction. Transcribed text is attributed to either the agent or the customer and updates continuously throughout the duration of the call.
The transcript window displays as a panel alongside the other panels like Contact Info during an interaction or in wrap.
Copy button
A copy button is available within the transcript window. Selecting the copy button copies the full transcript text to the clipboard, allowing the agent to paste the content into another tool or application as required.
Reopening the transcript window
If the transcript window is closed during an active interaction it can be reopened by selecting the Launch menu from the session toolbar and then selecting the CALLTXT button. The transcript window will reopen and continue to display the live transcription for the current interaction.
