The problem is that the transcription never seems to be available until after the wrap-out has been ended. This creates a lot of latency in my application and frustration since my users can't see the output of my application before they have moved on to the next call.
This takes up to a minute.
Besides creating the transcription myself, by streaming it from a genesys topic channel, is there a way to reduce the latency of getting the transcription?
As I understand it transcription doesn't begin until the entire call is resolved, not individual legs, so until wrap completes the conversation is still active and not being processed by the transcription engine even though from your perspective it's complete. If an agent transferred the call, the first agent can be in wrap while the 2nd agent is still dealing with the call, so wrap itself isn't a reliable hook they could've used for the call being over.
You may want to try suggesting they begin transcription earlier in the ideas portal.
I think my confusion about not being able to get the transcription earlier is exactly because wrap is not a reliable hook to end a transcription and there should be another hook, i.e. the customer not being on the call.
I'll try and suggest it in the ideas portal. Again, thank you for your thoughts.