Set Up Transcript Export

You can export digitalClosed Any channel, contact, or skill associated with Digital Experience. and voice transcripts outside of CXone Mpower. To do so, you need to set up a connection in Integration Hub.  Integration Hub connections create a REST API request that allows you to export transcripts outside of CXone Mpower. You can then set up a subscription that uses the connection you set up. Custom scripting is required to complete the setup process.

To set up transcript export, you must have Continuous Stream Transcription, Integration Hub, and transcript subscriptions enabled in your CXone Mpower system.

Complete each of these tasks in the order given.

Set Up an Integration Hub Connection

Refer to the Integration Hub online help for details about completing these steps.

  1. Create a connection template Integration Hub. When creating it: 
    • If you're exporting transcripts via API, the connection template should use the REST  Integration Method.
    • Select the appropriate Authentication Type for the REST API endpoint you're using.
  2. Create a connection based on the template you just. Configure it with:
    • Your authentication service's connection details.
    • The details for the request that will be sent to your API endpoint.
    • Additional requests, if required. You will need to create one transcript subscription for each request.

Create a Transcript Subscription for Export

Required permissions: Automation & AI > Launch Automation & AI

If you cannot find the CONFIGURE Transcript SUBSCRIPTION action in Studio, contact your CXone Mpower Account Representative. If transcript subscriptions is not enabled for your CXone Mpower system, the action will not be visible in Studio.

  1. In CXone Mpower, click the app selector and select Automation & AI.

  2. Click Subscriptions > Transcript Subscription.

    1. Click Add Subscription.

    2. Enter a Subscription Name. The name should indicate the CXone Mpower application the subscription applies to.

    3. Click Next.

    4. On the Configuration page, select the connection you created for this transcript subscription from the Connector Request Name drop-down. If this field is not visible, ask your CXone Mpower Account Representative about enabling Connect Auth and Connect Request for your system.
    5. Click Next.
    6. To have this subscription also send transcripts to a CXone Mpower application, select the application on this page.

    7. Click Add.

Configure Your Studio Script

Required permissions: Studio Script View, Create/Edit

You do not need to include the CONNECT AUTH or CONNECT REQUEST  actions in your script. These actions connect Integration Hub requests to Studio scripts. The subscription you create handles this, so these actions aren't necessary.

  1. In Studio, open the script you want to work with.

  2. Add the CONFIGURE Transcript SUBSCRIPTION action to the script:

    • In Desktop Studio, the action is located on the Framework tab.

    • In Studio, the action is located on the Actions palette.

  3. Place the CONFIGURE Transcript SUBSCRIPTION action after one of the following actions, depending on the media type of the script: 

    • In digital scripts, place it after the ONASSIGNMENT action.

    • In voice scripts, place it after the ONANSWER action but before the CONTINUOUS TRANSCRIPTION action.

  4. If you haven't created your subscription yet, you can do so now. If you're using Studio, click Open Editor on the CONFIGURE Transcript SUBSCRIPTION action to open the Transcript Subscription page. If you're using Desktop Studio, double-click CONFIGURE Transcript SUBSCRIPTION. Then: 

    1. Click Add Subscription.

    2. Enter a Subscription Name. The name should indicate the CXone Mpower application the subscription applies to.

    3. Click Next.

    4. On the Configuration page, select the connection you created for this transcript subscription from the Connector Request Name drop-down. If this field is not visible, ask your CXone Mpower Account Representative about enabling Connect Auth and Connect Request for your system.
    5. Click Next.
    6. To have this subscription also send transcripts to a CXone Mpower application, select the application on this page.

    7. Click Add.

  5. Click the circle icon Icon of a checkmark in a circle. next to the subscription you just created, then click Yes to confirm. This adds the name of the subscription to the TranscriptSubscriptionConfigName property of the CONFIGURE Transcript SUBSCRIPTION action. No other configuration is required.

  6. Complete your script. Additional work may be required to configure your script.