Monitoring and Troubleshooting Transcription

Monitoring Transcription Usage

System and tenant administrators can monitor transcription usage through the admin portal.

Navigate to Administration > Speech Analytics > Transcription > Usage.

The system administrator can view transcription usage across all tenants, while tenant administrators can only view usage for their own organization.

The following screenshot shows an example of the transcription usage dashboard for a tenant:

• This tenant has 95 licensed users for transcription
• The monthly transcription limit per user is set to 5,000 minutes
• The total transcription limit for the tenant is 475,000 minutes per month (95 users)
• The total usage in the current month is 201,418 minutes, which is 42.4% of the total limit.
• There are 10 days remaining until the limit resets at the beginning of the next month.
• The chart shows daily transcription usage for the last 30 days and the number of denied requests due to limits reached (0 in this example)

Monitoring Transcription Jobs

Navigate to Administration > Speech Analytics > Transcription > Jobs to view the list of transcription jobs configured in the system.

The Latest run tab shows the status of the most recent job run, including the number of records uploaded for transcription, completed or pending (will check later).

Note

Transcription is an asynchronous process. Audio recordings are uploaded to the transcription service, and the transcribed text is returned later. There may be a delay between when the recording is added to the processing queue and when the transcription result becomes available.

The job status shows:

• a number of records uploaded in the current run
• a number of records that are still in progress (will check later)
• a number of records that have been processed (transcription is available)

For the uploaded records, the job checks periodically for the transcription results up to 50 times. If the transcription result is not received within this time frame, the record is marked as Failed.

Under All runs tab, you can view the history of all job runs for the last 30 days. With a continuous schedule, there will be one record per day.

The chart displays the following metrics:

• Processed: a number of records successfully transcribed
• Errors: a number of records that failed to transcribe due to errors, for example, invalid license, network issues, etc.
• Recovered errors: a number of records that initially failed but were successfully transcribed upon retry.

Info

Because transcription is asynchronous, the system periodically checks for results. Each check is counted as a retry attempt, so you may see many Recovered errors—this is normal behavior.

The tab Processing records shows the individual records that were processed recently. It shows a total number of Completed, In Progress, Failed, Aborted and Skipped records.

You can filter this list by date range, status as well as search by record ID.

The Record ID is a unique identifier of the call in the MiaRec system. You can use this ID to search for the call in the call recordings list and verify the transcription result.

Click View link next to the individual records to see the details of the transcription result, including the error text.

You can click on the Record ID to navigate to the call details page and view the transcript alongside the call recording.

The Logs tab shows the recent log messages related to the transcription job processing. This can be useful for troubleshooting issues with the transcription process.

Troubleshooting Check List

• Check when the transcription job last ran and its status. Navigate to Administration > Speech Analytics > Transcription > Jobs and review the Latest run tab for the job status.

• Review the logs in the Logs tab for any error messages or warnings related to the transcription job.

• If the job did not run recently, verify how many records are pending in the processing queue. Navigate to Administration > Jobs > Processing Queues, select the transcription processing queue and check the number of pending records.

• If the job is running but no records are being transcribed, check if filters are configured correctly and do not exclude all records.

• Verify that users have been assigned the Speech Analytics license, which includes transcription.

• Check if the tenant has sufficient transcription limits and has not reached the monthly or lifetime limits. Navigate to Administration > Tenant Management > Tenants, select the tenant and review the transcription limits in the tenant profile.