On November 18, 2020, Genesys changed the default Word Confidence setting in Speech and Text Analytics Settings from 60 to 40.

This setting is the minimum word confidence required for a word to be shown in the transcript tab. Based on user feedback, Genesys will change the default value from 60 to 40 for all organizations that have not yet changed this value. This change will result in more words appearing in the transcript tab and a better overall experience for customers who are viewing transcripts.

FAQs

Am I affected?

All Genesys Cloud organizations that have not yet changed this value from 60 will be affected.

How can I prepare for this change?

No user action required prior to the settings change. Once the change takes affect, you can update the value if you prefer.

What if I need help or have questions?

Contact My Support.