Transcription (Spanish)

Overview

By default, Sharpen transcribes post-call recordings in English. You can change the transcription language to Spanish by assigning the lang_es Q Skill to an interaction. Because Q Skills can be applied at the inbound route level, within a Logic+ flow, or at specific IVR selections, the transcription language can be set dynamically based on how the call is routed rather than configured globally.

Once assigned, transcriptions will appear in Spanish within Insights and the Interaction Record, alongside the call recording.

Step 1: Create the Q Skill

1. Navigate to Admin > Configuration > Q Skills.

2. Create a new Q Skill with the name lang_es.

Step 2: Assign the Q Skill

There are multiple ways to configure the lang_es skill. It can be set within Logic+, Classic Logic, or the Inbound Route.

Logic+

1. Navigate to Admin > Configuration > Logic+.

2. Locate the Logic+ flow you want to update and click Edit.

3. Locate the Transfer To Queue panel that will route callers to bilingual representatives. Double-click the panel, and in the Skills field, type in lang_es and hit enter.

4. Click Publish in the top-right of the UI and type in Publish to push the change to production.

Classic Logic

1. Navigate to Admin > Configuration > Logic & Actions.

2. Locate the Logic you want to update and click Edit.

3. Double click on the respective panel's node to apply a skill in that path.

4. Select a Variable from the drop-down, in this case, Queue Skills, ensure Statis = True, and enter lang_es in the value box and click Save in the node module.

5. Finally, click Save in the bottom-right of the flow itself.

Inbound Route

The lang_es Q Skill can be assigned in multiple places, including an Inbound Route, a Logic+ flow, or an IVR selection. The example below demonstrates assigning it at the Inbound Route level.

1. Navigate to Admin > Configuration > Inbound Routes.

2. Locate the Inbound Route you want to update and click Edit.

3. In the Skills field, begin typing lang_es it will appear as an option in the dropdown.

4. Select lang_es and click Save.

Step 3: Verify Spanish Transcription

1. Call into the phone number associated with the updated Inbound Route.

2. As an agent, answer the interaction.

3. As the caller, speak several phrases in Spanish — for example, uno, dos, tres, cuatro.

4. End the interaction.

5. Navigate to Insights and create a new Queue Activity report with Data Source set to Queue Activity.

6. Configure the report with the following settings:

   • Date Range: Today

   • Fields: Queue Name, Queue Skills, End Time, Transcription

7. Click Create and review the results. The Queue Skills column should show lang_es, and the Transcription column should display the conversation transcribed in Spanish.