Prerequisites
Genesys Cloud 1, 2 or 3 license
Admin access to Genesys Cloud
The Call Journey integration turned on for your Genesys Cloud organization.
If you cannot see the Call Journey integration in the Genesys AppFoundry, contact Genesys Cloud customer care or your Genesys Partner to have this option enabled.
A Call Journey Wordbench and EVS account. Your Call Journey representative will provide you with a:
Wordbench Auth Token
Wordbench Transcribe URL
For IVR redaction, an OAuth client is required so that the Genesys api can be used to retrieve recording details.
Instructions for creating an OAuth client are set out below.
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Call Journey's Wordbench transcription and speech analytics dashboard allows businesses to transcribe Genesys Cloud policy-based recordings. After the integration set up, a policy option can be selected to transcribe all recordings that the policy matches.
Access to the transcribed recordings is through Wordbench.
Wordbench provides the transcription of the recording and permits the user to undertake advanced text analytics analysis, including basic and advanced phrase searches, customer and agent emotion detection, automatic scoring and categorization of calls for Agent Performance, Customer Experience and Call Drivers. In addition, additional advanced applications can be customized and created.
Setting Up Call Journey within Genesys Cloud
The configuration involves two key steps to be completed within Genesys Cloud:
Create an Integration (this instructs Genesys Cloud WHERE to send your recordings ie to what folder within Wordbench).
Create a Policy Rule (this instructs Genesys Cloud WHAT calls to send to Wordbench)
You will need to create one Integration and at least one Policy Rule for each folder you have in Wordbench.
Install the Call Journey Integration
Log into Genesys Cloud and select Admin and then Integrations.
Add an Integration.
Search for the Call Journey listing and select Install.
Give a name to your Integration and then select the Configuration tab.
Hint: If you have multiple folders in Wordbench, include the folder name in the Integration name to make in easily identifiable when creating the Policy Rule later.
In the Transcribe URL box enter the Transcribe URL provided by your Call Journey representative.
The Transcribe URL uses the following format: https://{server-address}/transcribe/{short-orgname}/{folder-name}
where:
Server-address: the address of your Call Journey Wordbench server
Short-orgname: the Short Name of your organization from your Wordbench Settings > Accounts page.
Folder-name: the folder where you want to upload your recordings into.
Example: https://wordbench.calljourney.com/transcribe/DemoCompany-DemoOrg/InboundCalls
Select Credentials and then Configure.
Enter your Auth Token into the Auth Token box.
Also enter your token into the second box to confirm then select OK.
Ensure you save your settings.
Back on the Integrations page, you should see your newly created Integrations.
Under Status, select Active/Inactive to activate the integration.
Select Yes to confirm.
That completes the Integration set up.
If you have more than one folder on Wordbench, you will need to repeat the process for each folder, assigning a different Transcribe URL to each Integration.
Genesys allows up to ten Integrations to be created. If you require more Integrations, please contact your Call Journey representative.
Create a Policy Rule
Select Admin again and then Policies.
You will find Policies under the Quality heading or use the search box to search for Policies.
Create a new policy.
You now have to configure a Policy Rule to instruct Genesys Cloud WHAT calls to send to the Call Journey platform.
Enter a name for the Policy Rule
Decide the criteria that each call needs to meet in order to be sent for Transcription.
Ensure you select Transcribe Audio and enter the name of Integration you created above.
The settings below show Inbound Calls from the DevTest queue are being sent to the “Call Journey Transcription - Inbound Sales Folder” integration.
Select Save to finish.
That’s it.
Any call meeting the criteria set out in the Policy Rule will be transcribed and available for review and analysis within Wordbench.
You can deactivate the policy to stop sending calls. You may change the criteria to send a different set of calls.
Contact your Call Journey representative if you want to create different folders for a different group of calls eg Outbound calls.
IVR Redaction
Call Journey can redact the IVR and ACD events (hold messages) from your recording.
This will replace the IVR and ACD events with silence on the agent channel only. The channel containing the customer audio will not be redacted. Therefore, any speech by the customer during the IVR or ACD events will still be transcribed.
To enable IVR ACD redaction, Call Journey requires an OAuth Access Key and Client Secret so that it can use the Genesys Cloud API to retrieve recording details. Only read access is required as no changes will be made to your system.
The video below takes you through the steps to set up the OAuth token.
Please provide the Access Key and OAuth to your Call Journey representative who will then complete the configuration.