Objective
This article aims to answer frequently asked questions on our new 8x8 Custom Dictionary feature.
Applies To
- Custom Dictionary
- Admin Console
Frequently Asked Questions
What is the Custom Dictionary feature?
The Custom Dictionary feature is a new functionality in the Admin Console that allows customers to create a list of specific terms, names, or industry-specific language. This helps improve the accuracy of transcription services by ensuring that words the standard transcription service might not recognize are correctly transcribed in the output.
How do I access the Custom Dictionary feature?
Admins can access the Custom Dictionary through the transcription policy screen in the Admin Console. This screen has been redesigned with a tabular format for better user experience. Within this section, customers can add the correct words they want to see in transcriptions and optionally specify incorrect variations that the service should replace.
What are the different ways to add words to the Custom Dictionary?
Admins have a few options for adding words: manually entering the correct word (and optionally incorrect variations) through the admin console interface or uploading a CSV file containing a list of words.
NOTE: The imported file will overwrite the existing content with the newly provided data. They can also export the existing dictionary to a CSV file for review and bulk editing.
When do the changes made in the Custom Dictionary take effect?
After saving the changes, the words added or modified in the custom dictionary will only be applied to new transcriptions and interactions. The Custom Dictionary does not retroactively correct existing transcriptions.
Is the Custom Dictionary applicable to all types of transcriptions?
The Custom Dictionary functionality applies to all transcription types, including 8x8 Work calls and 8x8 Contact Center interactions.
Can words be removed from the Custom Dictionary?
Admins can delete words from the Custom Dictionary if they are no longer applicable or were added incorrectly.
Are there any plans to integrate the Custom Dictionary with other parts of the platform, such as Supervisor Workspace?
While the initial release is focused on the Admin Console due to its integration with transcription policies, there are considerations to expand this functionality to other areas like the Supervisor Workspace in the future to allow different user roles to access and contribute to the dictionary.
Can Custom Dictionaries be applied at a more granular level, such as to specific channels or phone numbers?
The possibility of applying Custom Dictionaries to specific channels, queues, or phone numbers was raised and is being considered for future development. The initial focus is gathering feedback on the current functionality to understand customer needs and determine the best approach for any potential enhancements in granularity.