The Transcription feature enables live aptioning and after-call voice transcription. It uses Speech-to-Text (STT) technology for converting spoken words into written text. When enabled, the Transcription feature appears as a widget in My Sessions and within the Attendant Console sidebar.
INC Transcription Preconditions
PRECONDITIONS
✅Related Admin Use Case: Refer to Use Case - Setting Up Transcription for detailed step-by-step instructions.
Nimbus service and user licensing
🔎Transcription features have service and user requirements. These requirements apply for either mid-session Live Caption or post-session Transcription / Summarization features.
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Service requirements Enterprise Routing Contact Center |
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User requirements Companion |
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Speech Services
🔎Features described in the following use “Speech Services” provided by 3rd party vendors. To offer our customers both convenience and flexibility, you may pick between a Nimbus-native implementation and Azure speech services.
INC Speech Recognizer service comparison
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Optional: Power Automate connector integration
🔎Optional step: The Nimbus Power Automate Connector can extract Transcription/Summarization data for implementing additional use cases. To achieve this, the following steps need to be performed by an administrator:
- You need to set up a Power Automate flow that uses the “Companion” Trigger Event to react to any ongoing transcription session event.
- You then require the “Companion” Flow Action to capture the data for any further processing.
💡Some Use Case examples from our Knowledge Base:
Live Captioning
INC Preview Feature
This feature is in PREVIEW and may not yet be available to all customers. Functionality, scope and design may change considerably.
✅ Precondition: To use Live Captioning functionality, Transcription (as part of the Companion license) must be set up first → See general preconditions above.
Live captions are audio transcriptions generated real-time during call sessions. When a call is accepted, a bot is invited to the call in order to start the audio transcription of the session. As a user, you see your spoken conversation with the caller in the Live Caption widget. Live Caption is only visible during ongoing calls, visible in either My Sessions as “Companion” widget and within the sidebar of Attendant Console .
Transcription
When the call session is ended, the live caption is saved as a transcript. This process may take a bit, depending on how long your call with the customer was.
⮑ Once the final transcription is processed, it appears in the Companion widget.
💡Good to know:
Transcription access
- Within My Sessions you can also access past session transcripts by clicking on a concluded session. If available, the transcript of the session is then opened in the “Companion” widget. Note that a transcript will only be created when the feature was enabled before the Nimbus session started.
- Transcription features are also available in Attendant Console within the sidebar.
- When you have After-Call Work (ACW) enabled on this service, you may see a message: "Your transcription is currently being processed and will be shown shortly" because the session is still technically not “done” yet. This message may also be shown on very long transcripts that are still being processed.
- Note that once the feature is enabled on service level, Transcription is always enabled for Nimbus users, as long as they have the “Companion” license.1
Data access and Retention
- Companion Service Settings steer the Transcription feature availability to users, as well as the data storage retention time.
- You can also opt-in to and show a Summarization of the transcript. The same access and storage rules apply.
- All data generated by Transcription can be retrieved and handled by Nimbus Power Automate Connector, using respective “Companion” Flow Actions and Trigger Events.
1💡 We are actively are working on improvements to allow for more flexible opt-out in future. → If you wish to offer your callers an opt-out from transcription in your services, we recommend to transfer the call to a Nimbus service where this feature is disabled.
Transcription in other areas
Automated Voicemail Transcription
You can use transcription features to automatically transcribe incoming voicemails. Once a caller is asked to leave a voicemail via workflow, a “transcript” will be generated and added to the Adaptive Card.
✅Optional Feature - Requires Transcription preconditions to be met (and “Voicemail Transcription" to be enabled within Modalities Service Settings.
Your workflow requires a “Voice Message” activity to trigger the generation of a voicemail.
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Known Limitations
INC Transcription Limitations
KNOWN TRANSCRIPTION & SUMMARIZATION LIMITATIONS
💡We are actively working on further improvements to the following limitations:
- Transcription data is not part of service/user transfers. Data is kept within the current customer/user session.
- Transcription is currently only supported for direct inbound calls. Outbound Calls (i.e. Call On Behalf), and Consultation calls (either to user or Services) are not yet supported.
- Transcription > Summarization features are still in preview. The Summarization is only available on My Sessions.
Troubleshooting FAQ
INC Transcription Troubleshooting
Not seeing any transcripts in the Transcript widget can have several causes. The following table lists error messages and explains why they are shown.
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| No transcription is available for this interaction. |
There was no transcription generated for the selected conversation. This could happen …
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No transcription is available for this interaction OR Task was not accepted. |
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| User Transcription License is missing. |
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BY DESIGN
💡The following points are not limitations.
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Feature availability:
- Transcription is a prerequisite to Live Captioning and Summarization. A working Speech Recognizer must be configured to use all features.
- Transcription relies on external services and APIs. When the feature is disabled or unavailable (e.g. throttling, settings or Microsoft service impediments) info messages are shown in the frontend UI widget. Nimbus task handling and user-customer interactions themselves are not affected by this and will continue normally.
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Transcription scope:
- 3rd-party participants: Third parties and call conference attendees are not part of the content transcribed. Only the transcription between the Nimbus user and the customer is kept.
- Supervision - As long as Supervisors remain in Listen or Whisper mode during a conversation, their voice is not being transcribed. Only during ”Barge In" they are part of the conversation and transcription is active.
- Summarization items generated from the Transcription might be missing when there is not enough data to draw from.