Submit suggestions to refine transcriptions
Review the transcription Process in Speech Analytics of converting audio files of the recorded agent-customer conversation to text. for an interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element., and submit suggestions to enhance transcription accuracy. Suggest corrections for incorrectly transcribed terms or phrases, or for incorrect substitutions, insertions, or deletions. All suggestions once submitted are collated in a dedicated workspace Area within an application window where the user interacts with the program. for review and approval by the language model Repository used with Speech Analytics and Real Time Speech Analytics that contains words for a specific language, where each word has its own phonetic representation (one or more words) and frequency grade, for the purpose of accurate word recognition and subsequently transcription. manager. Suggestions that are approved are manually integrated into the language model.
Before you begin
Make sure that the interaction is not playing in the Player Application that displays recorded interaction data in audio waveform format, which is a color-coded display of the voice energy levels of the employee and customer. The Player also provides metadata about the interaction.
Procedure
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In the Transcription tab, select the term One to five words that are meaningful to a specific type of business, or phrases that stand out in interactions in Speech and Text Analytics., phrase, or sentence you want to change, and click
Suggest Fix. -
In the Suggest Fix pop-up, enter the correction in the Suggestion field, and click Submit.
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To close the Thank You pop-up window, click outside it.
In the Transcription tab, a
appears above the term for which you have submitted a suggestion. -
To hide the indication for text with suggestions in the transcript, click
and then below Tagged Terms, clear Terms tagged for fixing.