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            Get Up to Speed with Call Transcripts

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            Get Up to Speed with Call Transcripts

            To get up to speed when accepting a transferred call, review the call transcript. A call transcript is generated in real time during the call and attached to the call record. You can easily refer to it during and after the call.

            Required Editions

            This article applies to:

            • Service Cloud Voice with Amazon Connect
            • Service Cloud Voice with Partner Telephony
            • Service Cloud Voice with Partner Telephony from Amazon Connect
            View supported editions.
            User Permissions Needed
            To answer and make calls and view Voice records: Contact Center Agent permission set
            To view call transcripts: Access Conversation Entries user permission (which is available in the Contact Center Agent permission set)

            Call transcripts are available only if your admin configured them in your telephony provider and added the Conversation component to your page layout.

            If Amazon Connect is your telephony provider, keep these considerations in mind.

            • If the transcription Lambda functions require a warm-up period, the transcripts don’t appear immediately.
            • If you aren’t using Contact Lens in the contact flow, only the first 15 minutes of a call are transcribed due to a Lambda function limitation.

            See Also

             
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