Genesys Cloud – Configure display formatting for custom transcription dictionary terms

In a future release, Genesys Cloud will enable administrators to define how custom dictionary terms appear in transcripts by adding a Display As value in dictionary management. Administrators can specify the exact text that should appear when a term is recognized, helping ensure that transcripts follow organizational naming, formatting, and branding standards.

What’s changing

Administrators can use dictionary management to:

• Configure an optional Display As value for custom dictionary terms.
• Control how recognized terms appear in transcripts, including acronyms, capitalization, branding, and preferred spellings.
• Manage Display As values through both the user interface and public APIs.
• Apply Display As formatting across all dialects supported by native transcription.

If a Display As value is not configured, Genesys Cloud continues to use the standard transcript formatting behavior.

Benefits

This feature helps organizations:

• Display business-specific terms consistently across transcripts.
• Preserve preferred formatting for acronyms, product names, and branded terminology.
• Improve transcript readability for supervisors, quality evaluators, and business analysts.
• Increase the accuracy of downstream analytics, keyword searches, and compliance reviews by ensuring consistent transcript content.

Action required

Review existing custom dictionary terms and configure Display As values where you want recognized terms to appear in a specific format.

No action is required for existing dictionary terms. If you do not configure a Display As value, Genesys Cloud continues to apply its standard transcript formatting.