This snippet defines the data passed by the CONTINUOUS TRANSCRIPTION action to the service on CXone Mpower that runs transcription. For example, you can communicate that you're transcribing a voicemail. You can also communicate certain behaviors that you want the platform to apply to the use of transcription in the script.
If you're working with a script for a virtual agent
A software application that handles customer interactions in place of a live human agent. that uses Voicebot Gateway, use the Default Next Prompt Behavior snippet instead. It includes values that affect transcription during these types of interactions.
The script parameters code for transcription is shown in the following example. Configure the submember names (param1, param2, and so on) and values according to the needs of your transcription service.
DYNAMIC scriptParams
scriptParams.param1 = "{value1}"
scriptParams.param2 = "{value2}"
scriptParams.param3 = "{value3}"
ASSIGN scriptParamsjson = "{scriptParams.asjson()}" To use this snippet:
- Add the script parameters code to a Snippet action in your script.
- Change the parameter names and values as needed to meet the needs of your organization and the agent assist application you use.
- Place the Snippet action in the script before the CONTINUOUS TRANSCRIPTION action.
- Configure the Script Params JSON property in the CONTINUOUS TRANSCRIPTION action with the name of the variable that holds the JSON. In the example provided, this would be
Transcribe Voicemails
You can use CONTINUOUS TRANSCRIPTION to transcribe voicemail messages. To do this, you must pass the scriptEntryType parameter set to voicemail to CXone Mpower. Use the following snippet:
DYNAMIC scriptParams
ASSIGN scriptParams.scriptEntryType = "voicemail"
ASSIGN scriptParamsJson = "{scriptParams.asjson()}"The following example script shows one way this might be set up.
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.
