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Tenant and User Configuration

To enable transcription service for a specific tenant or users, it is necessary to configure the following:

  • Tenant license limits (optional)
  • Tenant service limits (optional)
  • User license (required)

Tenant configuration

Under Administration > User Management > Tenants, select the desired tenant and configure:

  • Service limits (a number of transcription minutes allowed for the tenant and its users)
  • License limits (a number of transcription licenses allocated to the tenant)

Both Service and License limits are optional. If not set, the tenant has unlimited transcription service usage, provided users have valid transcription licenses.

Setting reasonable service limits is recommended to avoid unexpected costs. For reference, an average business user consumes approximately 1,000–1,500 transcription minutes per month; a BPO contact center agent may use up to 5,000–6,000 minutes per month.

Service limits

In the Tenant profile settings, administrators can set the following limits:

  • Monthly limits (reset at the beginning of each month):

    • Transcription (minutes/user per month): A maximum number of transcription minutes allowed per user each month.
    • Transcription (minutes/org per month): A maximum number of transcription minutes allowed for the entire organization (tenant) each month.

  • Lifetime limits (do not reset)

    • Transcription (minutes/user lifetime): A maximum number of transcription minutes allowed per user for their entire lifetime.
    • Transcription (minutes/org lifetime): A maximum number of transcription minutes allowed for the entire organization (tenant) for their entire lifetime.

In the tenant profile, these settings are located under Service Limits tab:

Transcription Limits

Any combination of these limits can be set. Whichever limit is reached first blocks further transcription requests.

When transcription limits are reached, the system declines further transcription requests until the limits reset (for monthly limits) or the lifetime limit is increased.

Note

Lifetime limits exist for convenience but are not commonly used in practice. Monthly limits are recommended for better alignment with billing cycles.

Pooled user limits

User-level limits are pooled across all licensed users in the tenant. For example, if a tenant has 10 licensed users, each with a limit of 2,000 minutes per month, the total transcription limit for the tenant is 20,000 minutes per month.

When both user-level and org-level limits are set, the org-level limit acts as an additional cap on the total usage. For instance, if the tenant's org-level limit is set to 15,000 minutes per month, even though the pooled user limit is 20,000 minutes, the tenant will only be able to use up to 15,000 minutes in total for that month.

License limits

In the Tenant profile settings, under License Limits section, administrators can set the cap on the maximum number of transcription licenses that can be assigned to users in this tenant.

Transcription licenses are part of the Speech Analytics license bundle.

If no license limit is set at the tenant level, the tenant can assign licenses to an unlimited number of users.

In the screenshot below, the tenant is limited to 50 Speech Analytics licenses. If the tenant has more than 50 users with an assigned license, the system accepts only the first 50 users (alphabetically by username) and declines transcription for the rest.

Transcription License Limits

User configuration

To enable transcription service for a specific user, navigate to Administration > User Management > Users, select the desired user and assign the Speech Analytics license (the transcription license is part of this bundle).

Transcription User License

Access Control and Permissions

To allow users to view transcripts in call details, grant the appropriate permissions in the user role.

Under Administration > User Management > Roles, select the desired role and ensure that the following permissions are granted:

  • Call attributes - Transcript: View
  • Call recordings - Own: View and Playback
  • Call recordings - Other user's: View and Playback (if users need to access recordings of other users)

Transcription Role Permissions

Verification check list

  • In the tenant profile, have you set the transcription Service Limits (optional)?
  • In the tenant profile, have you set the transcription License Limits (optional)?
  • In the user profile, have you assigned the Speech Analytics license to the user?
  • In the role permissions, have you granted access to Call attributes - Transcript and Call recordings resources?