Prerequisites
Genesys Cloud 1, 2 or 3 license
Admin access to Genesys Cloud
The Call Journey integration turned on for your Genesys Cloud organization.
Contact Genesys Cloud customer care or the Genesys Partner to have this option enabled.
A Call Journey Wordbench account. Your Call Journey representative will provide you with a:
Wordbench Auth Token
Wordbench Transcribe URL
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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.
Create an Integration
Log into Genesys Cloud and select Admin and then Integrations.
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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.
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