This action downloads transcripts from Genesys that had previously been attempted by the transcripts() action, but failed to download.
This action will store the transcripts of the conversations in the transcripts table. The transcripts are stored as a JSON array of objects, where each object represents a recording.
The voice transcript is stored as a JSON array of objects, where each object represents a segment of the conversation.
Transcripts are also stored in the voice_transcript, chat_messages, email_messages, and message_messages tables, depending on the media type of the conversation.
Genesys may not have transcripts available for all conversations, and Genesys does not always return a transcript, even if one is available. Genesys makes no guarantee about how long it will take to return a transcript,
and some transcripts may take longer than others. From time to time, Genesys may take many hours or even days to return a transcript, even if one is available.
When CX Vizz attempts to download transcripts, it will make 10 attempts to download the transcript. If it has not succeeded, it populates the failed_transcript table with the conversation id, the number of attempts made, and the last time the download failed.
The purpose of this action is to re-attempt all those transcripts which had previously failed with a '202 Transcoding' result on multiple occaisions. If you are downloading a large number of transcripts regularly using the transcripts() action, we recommend that you also run an additional scheduled job containing this action, which will retry any failed transcripts from the failed_transcript table.
This will ensure that any failed transcripts are re-attempted regularly, including transcripts failed due to Genesys not returning a transcript on previous runs.
Parameters
| Parameter | Description | |
|---|---|---|
| max_concurrent_downloads | Optional | the maximum number of concurrent downloads. If not provided, uses the configuration value MAX_CONCURRENT_DOWNLOADS or 20 if not set. |
| download_attachments | Optional | if true, will download email attachments. Defaults to false. |
Tables Affected
- transcripts
- failed_transcript
Variables Set
No variables set.
Permissions needed
- recording:recording:view or recording:recordingSegment:view
Examples
- failed_transcripts() conversations_from_datalake() transcripts( start_date=conversations_start_date, end_date=conversations_end_date)
- failed_transcripts( max_concurrent_downloads=10 )