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Enable Transcription (Prerequisite)

Transcription is required for voice calls. AI insights (CSAT, sentiment, summaries, topics, etc.) are produced by analyzing the call transcript—if a call has no transcript, AI Tasks will not run for that call.

For chats/emails/tickets (text channels), transcription may not apply. Instead, MiaRec analyzes the message thread directly (as supported in your deployment).

What you should accomplish in this chapter

  • Confirm transcription is enabled for your tenant (or understand if it is provider-managed)
  • Validate transcript quality on a sample of recent calls
  • Understand how transcription settings affect AI insights (language, diarization, etc.)
  • Know what to do when transcripts are missing

Where to configure transcription

Transcription is typically managed at the platform level by your provider. Tenant admins can validate that transcription is working correctly by checking recent call recordings.

If transcription is not enabled for your tenant or you need to change language settings, contact your provider.

Step 1 — Confirm transcription is enabled

  1. Open a recent call in the Calls list and check if a transcript is present.
  2. If transcription settings are available in your tenant (Administration > Speech Analytics > Transcription), confirm transcription is enabled for call recordings.
  3. Verify any language settings (if visible):
  4. auto-detect vs fixed language(s)
  5. multilingual tenant rules (if supported)

Note: If transcription settings are not visible in your tenant, transcription is managed by your provider. Contact them if you need to enable transcription or change language settings.

Expected result

New calls should show a transcript in the conversation/call details view shortly after the call is ingested.

Step 2 — Validate transcript quality

Transcript quality impacts AI insight quality. Spot-check at least 10–20 calls across different agents/queues.

Check for: - Correct language and encoding - Speaker attribution (agent vs customer), if supported - Missing segments or heavy distortion - Correct punctuation (helps summarization and extraction)

If transcript quality is poor

  • If you manage transcription settings: adjust language/engine settings and re-test.
  • If transcription is provider-managed: collect examples and contact your provider.

Step 3 — Understand how transcription affects AI Tasks

AI Tasks are typically configured with filters such as: - inbound only - minimum duration (e.g., > 15 seconds)

Even if transcription is enabled, AI Tasks may not run if: - the call is too short (filtered out) - the call direction/type is excluded by filters - the transcript is missing or delayed

Troubleshooting: transcripts missing

If transcripts are not appearing:

  1. Confirm calls are present in MiaRec and playable.
  2. Check whether transcripts are delayed vs missing (new calls may take time).
  3. Validate that the call language is supported and configured properly.
  4. If you recently enabled transcription, confirm whether it applies to:
  5. new calls only, or
  6. historical calls (backfill)

By default, only new calls are transcribed after transcription is enabled. Historical calls are not automatically backfilled.

If you need transcripts for historical calls, contact your provider to request an on-demand backfill job. Backfill jobs may have limits on date range and volume.