Multilingual Transcription Policies and Custom Dictionary

Through the Transcription Policy page, administrators can manage established policies regarding which calls are transcribed and in which language those transcriptions occur and also enhance the accuracy of interaction transcriptions using the custom dictionary feature.

Access the Transcription Policy page

To access Transcription policy page:

  1. Go to https://login.8x8.com.

  2. In the 8x8 Application Panel, select Admin Console.

    Admin Console - Access the 8x8 Admin Console administration portal

  3. Go to Home > Transcription Policy.

    Admin Console - Select Transcription Policy on the Home page

  4. On the Transcription policy & dictionary page, you can manage which call recordings are transcribed and in which language:

Multilingual transcription policies

Note: Multilingual transcription is available t8x8 Contact Center and 8x8 Work users.

Through the multilingual transcription policies, 8x8 Admin Console administrators can set which calls are transcribed, and the languages into which those calls are transcribed.

For example, you can perform speech analytics on non-English phrases. If you have a Contact Center with queues in English and Spanish, you can now transcribe the calls in the Spanish queue, ensuring that your transcriptions accurately reflect the language spoken during the call.

This is a significant advantage, as your non-English calls are transcribed correctly.

The administrator can set a policy at the agent or queue level and assign or unassign the language individually or in bulk.

  • Dutch (NL)
  • English (AU)
  • English (CA)
  • English (GB)
  • English (US)
  • French (CA)
  • French (FR),
  • Spanish (US)
  • German (DE)
  • Italian (IT)
  • Portuguese (BR)
  • Portuguese (PT)
  • Spanish (US)

Assign a transcription policy to an 8x8 Contact Center queue or user

You can assign a transcription policy to a queue or a user and enable transcriptions for call recordings within the selected contact center. Any changes made here will take effect in the next available recording.

To assign a transcription policy to a queue or user of an 8x8 Contact Center:

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Optional: Enable the Profanity filter to identify offensive language in the transcriptions and conceal it; special characters will replace any inappropriate words. Currently, the profanity filter is only available for all English dialects.

  4. Select the preferred contact center policy from the policy list and click Edit on the left side of the row.

    Transcription Policies - Enable transcriptions for call recordings within the chosen contact center

  5. On the selected policy page, under Assign by, select Queue or User to assign the language for transcription.

    Note: Transcriptions can only be assigned by queue or by user. If you switch to users, your current transcription settings will be lost.

  6. In the preferred user/ queue row, click the down arrow under the Transcription language column and select a language.

  7. Click Save.

Transcription policies - For the chosen contact center policy, set policies for which calls are transcribed and in which language those calls are transcribed

Assign a transcription policy to multiple 8x8 Contact Center queues or users

You can assign a transcription policy to multiple queues or users and enable transcriptions for call recordings within the selected contact center. Any changes made here will take effect in the next available recording.

To assign a transcription policy to multiple queues or users of an 8x8 Contact Center:

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Optional: Enable the Profanity filter to identify offensive language in the transcriptions and conceal it; special characters will replace any inappropriate words. Currently, the profanity filter is only available for all English dialects.
  4. Select the preferred contact center policy from the policy list and click Edit on the left side of the row.

  5. On the selected policy page, under Assign by, select Queue or User to assign the language for transcription.

    Note: Transcriptions can only be assigned by queue or by user. If you switch to users, your current transcription settings will be lost.

  6. Select two or more users /queues and click Set Language.

    Transcription Policies - Select users or queues to assign a transcription language at once

  7. In the Set language window, click the down arrow under the Language and select the language you want to associate with these users/queues.
  8. Click Save.

Transcription Policies - Assign a transcription policy to multiple queues or users at once

Assign a transcription policy to an 8x8 Work user

You can assign a transcription policy to a user and enable transcriptions for call recordings within the 8x8 Work applications. Any changes made here will take effect in the next available recording.

To assign a transcription policy for 8x8 Work users:

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Optional: Disable the Profanity filter to identify offensive language in the transcriptions and conceal it; special characters will replace any inappropriate words. Currently, the profanity filter is only available for all English dialects.
  4. Select a preferred 8x8 Work policy from the policy list and click Edit on the left side of the row.
  5. Optional: Enable the Show assigned only toggle to display only those users assigned a language.
  6. In the preferred user row, click the down arrow under the Transcription language column and select a language.
  7. Click Save.

Transcription policies - For the chosen 8x8 Work policy, set policies for which calls are transcribed and in which language those calls are transcribed

Assign a transcription policy to multiple 8x8 Work users

You can assign a transcription policy to multiple users and enable transcriptions for call recordings within the 8x8 Work applications. Any changes made here will take effect in the next available recording.

To assign a transcription policy to multiple 8x8 Work users :

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Optional: Disable the Profanity filter to identify offensive language in the transcriptions and conceal it; special characters will replace any inappropriate words. Currently, the profanity filter is only available for all English dialects.
  4. Select a preferred 8x8 Work policy from the policy list and click Edit on the left side of the row.
  5. Optional: Enable the Show assigned only toggle to display only those users assigned a language.

  6. Select multiple users and click Set Language.

    Transcription Policies - Select users to assign a transcription language at once

  7. In the Set language window, click the down arrow under the Language and select the language you want to associate with these users.
  8. Click Save.

Transcription Policies - Assign a transcription policy to multiple users at once.

Unassign a transcription policy from a queue or user of an 8x8 Contact Center

Unassign a transcription policy from a queue or user and disable transcriptions for call recordings within the selected contact center. The changes will be applied to the next recording.

To unassign a transcription policy for an 8x8 Contact Center queue or a user:

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Select the preferred contact center policy from the policy list and click Edit on the left side of the row.
  4. On the selected policy page, under Assign by, select either Queue or User to unassign the transcription language.
  5. Optional: Enable the Show assigned only toggle to display only those users assigned a language.
  6. Select the user or queue from whom you want to unassign the transcription language.
  7. Click Unassign A prompt will appear asking you to confirm.
  8. Click Unassign and Save.

Transcription Policies - Unassign the transcription language assignment from a contact center user or queue

Unassign a transcription policy from multiple queues or users of an 8x8 Contact Center

Unassign a transcription policy from multiple queues or users simultaneously and disable transcriptions for call recordings within the selected contact center. The changes will apply to the next recording.

To unassign a transcription policy from multiple 8x8 Contact Centerqueues or users:

  1. From the Transcription policies page and under Assign language by, select Queue or User.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.

  3. Select the preferred contact center policies from the policy list and click Edit on the left side of the row.

  4. On the selected policy page, under Assign by, select either Queue or User to unassign the transcription language.
  5. Optional: Enable the Show assigned only toggle to display only those users assigned a language.
  6. Select the users or queues from whom you want to unassign the transcription language.
  7. Click Unassign.A prompt will appear asking you to confirm.
  8. Click Unassign and Save.

Transcription Policies - Unassign the transcription language assignment from multiple users or queues in a contact center simultaneously

Unassign a transcription policy from an 8x8 Work user

You can unassign a transcription policy from an 8x8 Work user and disable transcriptions for call recordings for that user. Any changes made here will take effect in the next available recording.

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Select the 8x8 Work policy from the policy list and click Edit on the left side of the row.
  4. Optional: Enable the Show assigned only toggle to display only those users assigned a language.

  5. Select the user from whom you want to unassign the transcription language.

  6. Click Unassign A prompt will appear asking you to confirm.
  7. Click Unassign and Save.

Transcription Policies - Unassign the transcription language assignment from an 8x8 Work user

Unassign a transcription policy from multiple 8x8 Work users

You can unassign a transcription policy from multiple 8x8 Work users and disable transcriptions for call recordings for those users. Any changes made here will take effect in the next available recording.

To unassign a transcription policy to multiple 8x8 Work users:

  1. On the Transcription policies & dictionary page, open the Policies tab.
  2. In the upper-right corner of the Policies tab, select a region to see the associated policies.
  3. Select a preferred 8x8 Work policy from the policy list and click Edit on the left side of the row.
  4. Optional: Enable the Show assigned only toggle to display only those users assigned a language.
  5. Select the user from whom you want to unassign the transcription language.
  6. Click Unassign A prompt will appear asking you to confirm.
  7. Click Unassign and Save.

Transcription Policies - Unassign the transcription language assignment from multiple 8x8 Work users simultaneously

 

Manage the custom dictionary

The Custom Dictionary feature, recently introduced in 8x8 Admin Console, enables customer administrators to enhance the accuracy of interaction transcriptions through the custom dictionary feature. Admins can create a list of specific terms, names, jargon, or industry language that our standard transcription service may not accurately recognize. This feature improves transcription accuracy.

The specified words or phrases are incorporated into our transcription system, helping it correctly identify and transcribe these terms in audio files.

For example, if your transcript contains '8x8' written as 'eight by eight', you may want to include the correct term ('8x8') and various incorrect variations (such as 'eight by eight', '8 by 8', or '8 x 8') in the custom dictionary. Consequently, the appropriate term will be used in the following transcription.

Add a word to the custom dictionary

  1. On the Transcription policy page, open the Dictionary tab to improve the accuracy of transcriptions.

  2. On the Dictionary page, click + Add New in the upper-right corner.

    Transcription Policy - Improve the accuracy of interaction transcriptions through the custom dictionary feature

  3. Enter the word you want to include in your dictionary in the Correct word box.
  4. Optional: Add the incorrect version in the Incorrect words box and click Add. Repeat to add another incorrect word.
  5. Click the down arrow under the Transcription language column and select the language to which the dictionary is applied.
  6. Click Save.

Custom Dictionary - Add the correct term and incorrect versions in the custom dictionary

Edit a word in the Custom Dictionary

  1. On the Transcription policies & dictionary page, open the Dictionary tab.
  2. On the Dictionary page, look for the term you wish to modify.
  3. Make the required adjustments, such as adding or deleting an incorrect version or changing the transcription language.
  4. Save your changes.

Custom Dictionary - Edit a term in your Custom Dictionary

Note: You can use the appropriate Search bar to locate the desired correct or incorrect word quickly.

Custom Dictionary - Search for a Custom Dictionary term

Delete a word in the Custom Dictionary

  1. On the Transcription policies & dictionary page, open the Dictionary tab.
  2. On the Dictionary page, look for the term you wish to remove.
  3. Click Delete to remove the term from the dictionary.

Custom Dictionary - Delete an unnecessary term from the dictionary.

Export a custom dictionary in a CSV file

Admins can export an existing dictionary in a CSV file.

To export a custom disctionary:

  1. On the Transcription policy page, open the Dictionary tab.

  2. On the Dictionary page, in the upper-right corner of the correct words section, click More > Export CSV.

    Custom Dictionary - Export dictionary in a CSV file

  3. Save the CSV file on your computer for future use.

Custom Dictionary - Save the CSV file on your computer for future use

Import a custom dictionary from a CSV file

  1. On the Transcription policy page, open the Dictionary tab.

  2. On the Dictionary page, in the upper-right corner of the correct words section, click More > Import CSV.

    Custom Dictionary - Import terms from a CSV file

  3. In the Import CSV window, click Choose File select the CSV file you wish to import.

  4. Click Import CSV. The existing content of the dictionary will be overwritten with the newly provided data.

Note: The file must be in CSV format and must include the following columns: Correct word, Incorrect word, and Language (optional).

Custom Dictionary - Select the CSV file you wish to import