Smart Call Transcript
Function description
Smart Call Transcript (Speech-to-Text) is an advanced feature in Daktela that automatically transcribes call recordings into text. By leveraging AI-powered speech recognition, it provides accurate and structured transcripts, allowing agents and supervisors to review conversations efficiently.
The calls need to be recorded in order for this function to work.
Transcribed calls can be found in Listings > Interactions > Calls > Call Detail > Transcript Tab. You can even translate the transcript into different languages if you have a Daktela Copilot licence enabled.
Licensing and Setup
Licensing
The Smart Call Transcript licence is offered as a package of 5000 minutes per month. Each transcribed call will consume minutes based on the call’s length. Administrators can manage the Smart Call Transcript licence package in the Licensing Module under the Add-ons Tab.
If enabled on a queue, transcripts are generated for every call that meets your specified conditions.
Setup and Configuration
Enable the Speech-to-Text checkbox in the queue settings.
Choose the Audio Input Language to detect only the desired language. For the best results, it is recommended to select only one language.
Configure Transcription Conditions if you do not want to transcribe every call (e.g., "Duration of the call is greater than 20 seconds").
Set the Transcript Retention (in days) if you wish to discard transcriptions after a specific time. Set it to "0" to retain them indefinitely.
Video on how to set up Smart Call Transcript coming soon…
On-demand STT
You can manually trigger the generation of a Smart Call Transcript for a specific call activity. This can be done in the activity details using the On-demand STT button. The call must be recorded for this function to work. Before confirming, you will see how many minutes will be consumed.
The On-demand STT button is enabled only if Smart Call Transcript is activated for the queue associated with the activity. This feature is also subject to user accesses permissions.
This functionality is particularly useful for activities from an earlier date when STT was not enabled.
Picture with where to find the On-Demand STT.