Overview
Sharpen can automatically transcribe call interactions into text, giving you a written record of conversations that can be reviewed in Insights or the Interaction Record alongside the call recording. Transcription can be enabled globally across all queues or selectively on a per-queue basis, giving you the flexibility to capture records for specific teams or workflows without applying the setting universally.
Looking for AI Transcript Redaction, Sentiment Analysis, or Summaries? If your organization has the Usable AI bundle, Sharpen can automatically redact sensitive data from transcripts, generate interaction summaries, and provide sentiment scores, all without manual effort. See the Sharpen Usable AI article for details.
Enabling Transcription Globally
To turn on transcription for all queues at once:
Navigate to Admin > Configuration > Workflows.
Locate the Q Transcriptions toggle and turn it on.
To disable global transcription, return to this setting and toggle it off.
Enabling Transcription for a Specific Queue
To enable or disable transcription for an individual queue:
Navigate to Admin > Configuration > Sharpen Q.
Select the queue you want to configure.
Locate the Transcriptions toggle and turn it on.
To disable transcription for that queue, return to this setting and toggle it off.
Related Articles
This article is part of a series on Admin Configuration topics.
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