Transcription

Document Metadata

Category: Global / Call Transcription
Audience: Administrators, Engineers, Support, Analytics & Compliance Teams
Difficulty: Beginner to Intermediate
Time Required: Approximately 10–20 minutes
Prerequisites:

• Active ConnexCS account with Transcription enabled — this is a paid feature; check Pricing before setup.
• Transcription enabled on each customer whose calls you want to see (see Enable Transcription for the Customer).
• Familiarity with the Customer Transcription page, which documents every tab and field used here.

Related Topics: Customer – Transcription — full reference for every tab and field · Customer – Routing — enable transcription and sampling per customer · Customer – Alerts — alert recipients for transcription events · Fraud Profile — complementary fraud monitoring controls
Next Steps: Set up the Classifier for your customers, then review account-wide outcomes on the Results sub-tab.
Need Help?: If the Enable Transcription option isn't visible in your account, or you need transcription in a language other than English, contact ConnexCS support.
Meta Description: View, search and classify transcribed calls across all customers in ConnexCS Global Transcription, with links to the full Customer Transcription reference.

Global Transcription

Overview

Global Transcription gives you an account-wide view of transcription. It has the same interface and works the same way as Management Customer [Customer Name] Transcription, but instead of showing one customer's calls, it shows all customers' calls in one place.

Use Global Transcription to:

• Review and search transcribed calls across your whole customer base.
• Create and manage Query Profiles that apply to all customers or to any individual customer.
• Set up classifiers, policies and assignments for every customer from one screen.
• Monitor classification results and spot fraud or compliance issues across the account.

Same interface, wider scope

Every tab, field and button on this page is documented on the Customer Transcription page. This page explains only what's different at the global level and links to the relevant section for full details.

Customer vs Global Transcription

	Customer Transcription	Global Transcription
Location	Management Customer [Customer Name] Transcription	Global Transcription
Calls shown	Only the selected customer's calls	Calls from all customers
Best for	Investigating a single customer, disputes, setup checks	Account-wide monitoring, fraud and compliance trends, managing rules for many customers
Tabs	Conversations, Raw, Key Phrase Lookup, Classifier (Beta)	Same

Before You Begin

Calls appear in Global Transcription only for customers that have transcription switched on. Setup is the same as for a single customer:

1. Enable Transcription on your account under Setup Config Packages.
2. Enable Transcription for each customer under Ingress Routing Media Transcribe, choosing a sampling level and optional duration limit.

Recorded calls only

Only recorded calls are transcribed, and only the sampled percentage of each customer's calls appears.

Using Global Transcription

Navigate to Global Transcription. The page has the same four tabs as the customer view.

Conversations

Lists transcribed calls from all customers, grouped by date, with the caller, dialed number, time, duration and message count for each call.

Topic	Details
Reading the list	Understanding the Conversation List
Finding a call by Call ID or number	Search
Date, minimum duration, minimum segments, group by and sort	Filter
Reloading the list	Refresh

Raw

Shows individual transcript segments from all customers. At the global level the Customer Name column is especially useful, because results come from many customers; use the column filter or the Filters side panel to narrow results to one customer.

Topic	Details
Filter words drop-down, query field and search button	Search Bar
Call ID, Date, Customer Name, Text, Leg and Score	Results Grid
Columns, Filters and Custom Settings	Side Panel
AND, OR, NOT and exact-phrase searches	Query Syntax

Key Phrase Lookup

Lists the Query Profiles for all customers. From here you can create profiles that apply to every customer or to one specific customer.

Account-wide profiles

When creating a profile, leave Customer Name as None to apply it across all customers, for example a company-wide profanity or scam-phrase filter. Select a customer to create a profile for that customer only.

Topic	Details
Add, Refresh, Delete and Search	Toolbar
Name, Query, Customer Name, Visibility and Action	Query Profile Columns
Creating a profile, Visibility (Private / Public) and Action (Trigger Alert / Immediate Hangup)	Create a Customer Query Profile
Writing queries	Query Syntax
Getting notified when a profile matches	Set Up Transcription Alerts

Classifier ^Beta

Uses an AI model to classify transcribed calls from all customers and act on the results. The Classifier works the same way as in the customer view; the global view is the most convenient place to manage it because the Assignments, Policies and Results sub-tabs already cover every customer.

Beta Version

The Classifier is in Beta. Review results before relying on them for compliance, billing or call-blocking decisions.

Recommended Setup Order

Recommended setup order

To use the Classifier tab efficiently, set it up in this order:

1. Create a classifier on the Classifiers sub-tab (or duplicate the ConnexCS classifier to customise it).
2. Attach the classifier to a policy on the Policies sub-tab by selecting it in the policy's Classifier field and setting the conditions and action.
3. Assign the classifier to the customer on the Assignments sub-tab. From Global Transcription you can set the All customers (default) classifier for every customer, or add an override for individual customers.

Once all three are in place, the customers' calls are classified and the policy is evaluated. Check Results to confirm everything is working.

Topic	Details
Classifiers, policies, assignments and results explained	How Call Classification Works
Shadow vs Active	Shadow and Active Modes
Account-wide default, customer overrides and opting customers out	Assignments
Classifier list, search and actions	Classifiers
Viewing a classifier and its questions	Viewing a Classifier
New classifier fields and Advanced timing	Create a New Classifier
Policy list, filter drop-downs and columns	Policies
New policy fields, conditions, actions and Advanced settings	Create a New Policy
Results filters and columns	Results
Call category, characteristics, maliciousness, risk chart, rule matches and transcript	Call Classification Details

Use the customer filters

At the global level, the All customers drop-downs on the Policies and Results sub-tabs let you narrow the view to one customer without leaving the page.

Best Practices and Troubleshooting

The same guidance applies at the global level:

• Best Practices for writing queries and naming profiles.
• Troubleshooting for missing calls, incomplete transcripts and other common issues.

A customer's calls are missing from Global Transcription

Check that transcription is enabled on that customer's route (Ingress Routing Media Transcribe) and that sampling isn't set too low.