We're finding the call summary particularly useful & have two other topics to feedback on.
- One of our agent is experiencing Voice Transcripts sometimes translating to Welsh rather than English. Most tickets are transcribing correctly into English, however, some are transcribing into Welsh. We have one example where in one ticket part of a call has been transcribed in Welsh & the 2nd half of the call was transcribed into English. We haven't been able to spot a pattern yet. All of our language settings in Zendesk are set to English. Can you advise on why this is happening or how to prevent it from happening to tickets in the future?
- We're finding the call transcript takes up too much space in a ticket which makes it difficult to navigate tickets, particularly if there are long calls or multiple calls contained within one ticket. A way to filter out transcripts (rather than all internal notes) or have the option to “Expand to see transcript” would be helpful.
Let me know if you need any more information.
