FAQs: Dictionary management

Available dialects depend on the selected transcription engine:

• Native transcription supports all Genesys Cloud dialects
• EVTS supports only specific AWS Transcribe dialects

Dictionary entries do not transfer automatically.

If you switch engines:

• Recreate the terms manually
• Validate them against the new engine rules

Yes:

• The total size per organization and dialect is limited to 50 KB
• EVTS entries must comply with AWS vocabulary limits

Yes. You can edit:

• Term value
• Display As value

You cannot change:

• Transcription engine
• Dialect (for an existing entry)

No. You must spell out numbers.

For EVTS dictionary entries, you can use numbers in the Display As field.

EVTS terms must follow AWS Transcribe requirements:

General rules

• Do not include digits (0–9); spell out numbers instead
• Do not use unsupported special characters
• Do not start with a hyphen

Acronyms

• Use periods between letters (for example, F.B.I.)
• For plural acronyms, add a space before “s” (for example, A.B.C. s)

Multiple words

• Enter words with spaces; the system formats them internally

Character limits

• Term: up to 30 characters
• Display As: up to 50 characters

A term is marked Invalid if it:

• Uses unsupported characters
• Does not follow required formatting
• Was previously accepted but not successfully applied

A term may fail if:

• It includes unsupported characters
• It does not follow formatting rules
• The transcription engine rejects the update

Update the term and save it again.

Pending means the term:

• Passed validation
• Is waiting to be applied to the transcription engine

It changes to Active once processing is complete.

New or updated terms are typically applied within 15 minutes.

Changes apply to new interactions. Ongoing interactions may not reflect updates immediately.

Check the term status in the dictionary table:

• Pending – Waiting to be applied
• Active – Available in transcription
• Failed – Could not be applied
• Invalid – Not supported or incorrectly formatted

If the status is Failed or Invalid, review the formatting rules and update the term.

Use Display As when you want to:

• Preserve capitalization (for example, brand names)
• Format acronyms
• Control how terms appear in transcripts

The Display As field is an optional setting that controls how a term appears in transcripts. This capability is available only for EVTS dictionary entries.

Example:

• Term: four o one k
• Display As: 401K

Yes, but you must create separate entries for each engine.

Dictionary entries are not shared or automatically copied between engines.

Yes. Each term is associated with a specific transcription engine.

If you do not select one, Genesys Cloud uses the native transcription engine by default.

Dictionary management supports:

• Genesys native voice transcription
• Extended Voice Transcription Services (EVTS)

Each dictionary entry applies to a specific transcription engine and dialect.

Dictionary management allows you to add organization-specific terms to improve transcription accuracy. These terms help ensure that names, acronyms, and industry-specific language appear correctly in transcripts.