Feature Announcement: Agent Voicemail Transcriptions

Feature Announcement: Agent Voicemail Transcriptions


Feature Announcement

Agent Voicemail Transcriptions


ChaseData CCaaS has expanded its features and capabilities once again; the latest release includes the ability to enable, generate, and make available Transcriptions of Agents’ Voicemail for Missed Inbound Calls. When enabled, corresponding voice messages are transcribed from voice to text for easy access and review.

Agent voice mail messages are transcribed immediately to text and made available for managers and supervisors to visually access and review them at any time. You can also configure the ChaseData CCaaS system to send those VM Transcriptions to the corresponding Agents via SMS.

Since SMS Notifications to Agents for VM Transcriptions is enabled at the Skill level, they can be limited to specific groups of Agents according to your business practices. For example, you may have on-call or field managers that need to have immediate visibility in order to handle any potential urgent matters, in which case these SMS Notifications become a critical tool.

The following capabilities are included:

  • Voice-to-text transcription of agent voice messages for missed inbound calls
  • Access by managers and supervisors, through the Management Console, of agent VM Transcriptions together with the corresponding Voice Recordings
  • Skill based SMS notifications of the transcribed voice messages to the corresponding agents
  • Configuration at the agent level of the telephone number to be used for SMS notifications.

Refer to the following pictures.

Please note that access to VM Transcriptions must be enabled for you by ChaseData upon request.



When enabled, VM Transcriptions are immediately enabled under Voice Recordings in the Management Console, so managers and supervisors can easily access them.

One way to list the transcribed messages is by performing a search for Inbound Voicemail.



Clicking on the Transcription icon for an applicable Voice Recording pops up the Recording Transcription window with the text of the transcribed voice message.



In order for an Agent to receive SMS notifications with VM Transcriptions for Missed Inbound Calls, two things must be configured by a manager or supervisor. The Agent must have a valid telephone number configured for SMS Notifications. And the Skill of the Agent must be enabled to Send SMS With VM Transcription for Missed Call (under Inbound Call Queues).





The following picture provides an example of an SMS Notification received by an Agent.



Your operations will be even more efficient! We suggest that you go on an try it. Feel free to consult with ChaseData Support if you have questions.


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