How to use real-time transcription of x-bees calls and conferences

Introduction

x-bees allows to view real-time transcription of ongoing calls and conferences, as well as access the transcriptions in the relevant x-bees conversations whenever required. This allows agents to always have access to the history of communication with a client and never miss anything important. 

Requirements 

• x-bees Standard license or higher
• WMS 6.06.20240213 or higher
• ACL “Can See call recordings” enabled for users who should have access to transcriptions, both for calls and conferences. If the user has the permission but did not participate in the conference, to be able to access the transcription, the user should have ACL “Can See analytics” of the users who participated in the conference. 

View transcription of a conference

1. During the conference, click the Transcription button in the top right corner under the Info button:
   
   

   Note: The button gets displayed after somebody starts talking. If the button is not shown, make sure the Transcription feature is enabled in the conference:

   

   Transcription is enabled in English by default, if there are external users in the conference, unless configured otherwise in Settings -> External meetings. You can find more details about the Transcription feature and how to manage it in x-bees Web User Guide (Transcription & Subtitles section).

2. A separate dialog opens where the conversation is transcribed in real time. There, you can see the transcription and user emotions (positive, neutral, negative, mixed):
   
   

When you hover a mouse over any phrase on the Transcription window, you can copy the text or use AI Assistant 

AI Assistance lets to use various options (e.g. rephrase, reply, explain, etc.) in real-time and enhance communication:

For more details about AI Assistance features, check out the documentation: How to use AI Assistant in x-bees.

You can drag and drop the window and place it where you prefer. Or you can click on the Expand button:

When expanded, the transcription is moved to the right of the screen, on the Info tab and stay there until you close it:

When the conference ends, you can find the link to the transcription in the conversation and can either open or download the transcription in .txt format:

View transcription of a call

How to enable

Real-time transcription of calls is available only if the below conditions are met:

1. The call is being recorded. When call recording is disabled, transcription is deactivated.
2. The following Dialplan variable is configured in WMS -> Dialplan -> General settings -> Set dialplan variables:
   
   

TRANSCRIBE_RECORDED_CALLS=yes

By default, the parameter is disabled. When enabled, all recorded calls on the PBX that are transcribed.  

If you want to transcribe specific calls only, use the parameter only in a particular Dialplan procedure (in this case the parameter should be set before the Record application), for example:

How to use 

To view transcription during call recording, click on the Transcription button:

A dedicated dialog opens where the conversation is transcribed in real time:

To move the transcription to the Info frame, can click on the Expand button:

After the call, you can see the links to open or download the transcription in the conversation:

View real-time transcription on Live Dashboard

You can also view the transcription of a call/ conference via Live Dashboard. For this, click on the Transcription button next to the necessary conversation:

Get transcriptions of calls and conferences

To email

Summary of the call/ conference and transcription, topic, participants and link to Sales Intelligence are sent to emails of the PBX users participating in the conference / call, if Transcription was enabled:

To Salesforce 

In case Salesforce Auto Logging integration is enabled (for more information, check the documentation: x-bees Admin Guide), the summary and transcription of conferences and recorded calls are automatically added to Salesforce:

For conferences:

1. Proceed to the necessary Contact -> Activity
2. Choose the activity 

3. On the Details tab -> Description section you can find the following information:

   1. Conference start time
   2. Participants
   3. Call brief: short description of the conference 
   4. Link to Sales Intelligence (documentation: Sales Intelligence in x-bees)

      
      

4. On the tab Related you can find the attached file with the complete transcription of the conference:
   
   

For calls:

1. Proceed to the necessary Contact -> Activity
2. Choose the activity 

3. On the Details tab -> Task information -> Comments section you can find the following information:

   1. Call start time
   2. Call brief: short description of the call
   3. Link to Sales Intelligence (documentation: Sales Intelligence in x-bees)
      
      
      4. On the tab Related you can find the attached file with the complete transcription of the call:
      
      
      
      

To HubSpot

In case HubSpot Auto Logging integration is enabled (for more information, check the documentation: x-bees Admin Guide), the summary and transcription of conferences and recorded calls are automatically added to HubSpot:

1. Proceed to the necessary Contact -> Activity (or Calls / Meetings tab for calls / conferences correspondingly)
2. Choose the activity 
3. When you expand the activity, you can find the following information: 
   1. Participants: the list of the call / conference participants
   2. Call brief: short description of the call / conference 
   3. Link to Sales Intelligence (documentation: Sales Intelligence in x-bees)
   4. File with the transcription

Conference:

Call: