Multi-language transcription policies

Note: Multi-language transcription is currently only available to Contact Center Speech Analytics customers on X Series.

With multi-language transcription policies, administrators in 8x8 Admin Console can set policies for which calls are transcribed and in what language those calls are transcribed. This let’s you perform speech analytics on non-English phrases.

For example, if you have a Contact Center with queues in English and Spanish, and you can now transcribe the calls in the Spanish queue so your transcriptions are accurate to the language spoken on the call. This is a major benefit as your calls in non-English are transcribed correctly.

The administrator can set a policy at the agent or queue level, assign and unassign the transcriber and language individually or in bulk. Languages include: French (CA) , French (FR), Spanish (US), German (DE), Italian (IT) and several flavors of English.

Access transcription policies

To access transcription policies:

  1. Go to https://login.8x8.com.
  2. Enter your user credentials and click Login.
  3. In the 8x8 Application Panel, select Admin Console. The Home page displays, with your Sign-in name and email address displayed at the top. Your company name is displayed in the top right corner. 
  4. Go to Home > Transcription Policy.
  5. The Transcription policies Contact Center prompt displays. Click Edit.
  6. The Transcription policies page displays.

Assign a transcription policy to a queue or user

To assign a transcription policy to a queue or user:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. Select the queue or user you want to assign the transcriber and language to.
  3. Click the down-arrow under Transcriber column and select the transcriber.
  4. Click the down-arrow under the Language column and select a language.
  5. Click Save.

Assign a transcription policy to multiple queues or users

To assign a transcription policy to two or more queues or users:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. select two or more queues or users.
  3. Click Set Language. The Set language screen displays.
  4. In the Transcriber drop-down, select Standard or the agent's name.
  5. Under Language, select the language you want associated with this queue.
  6. Click Set. The Transcription policies screen displays and now shows the queue name and language.

Unassign a transcription policy from a queue or user

To unassign a transcription policy from a queue or user:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. Select the queue or user you want to unassign the transcriber and language from.
  3. Click the down-arrow under Transcriber column and select the transcriber. This also un-assigns the language.
  4. Click Save.

Unassign a transcription policy from multiple queues or users

To unassign a transcription policy from two or more queues or users:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. Select the queues or users you want to unassign.
  3. Click Unassign. A prompt displays asking you to confirm.
  4. Click Unassign, then click Save.