WebChat Live Translation
Note
An Enterprise license or higher is required to access these features.
Note
Introduced in DC2024.01
Description
Translations are possible for WebChat messages sent by the agent and sent by the customer. Translation will happen when the language of the receiver of the message is determined to be different from the language of its sender. Determining the language is done by either auto-detecting the language of a message (the accuracy threshold of which can be configured with a setting in SharePoint), or if that proves unsuccessful, a default language will be used instead. This default language needs to be configured with a setting in SharePoint before the feature can be used.
In case an agent picks up a queued message, either initially or after a transfer from a previous agent and has not sent any messages yet, the customer messages will also be translated to the default language. After the agent has sent messages, the agent language can be detected. Consecutive messages sent by the customer will be translated to the detected agent language. The messages sent by the agent will be translated to the detected language of the customer (where the chat always starts).
Prerequisites
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For this feature you need translation configured on your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location., see: How to configure UCC Translation
How to enable
The following PluginSettings (in the UCC Config menu) need to be set for the feature. They must be configured in the Scope DialogueManager.
The feature is only enabled when TranslationEnabled is set to true and TranslationDefaultLanguage is set to a valid language, the LanguageDetectionAccuracyThreshold is optional.
| Name | Scope | Value | Description | Required |
|---|---|---|---|---|
| TranslationEnabled | DialogueManager | True/False | Enables Translation for Channel WebChat |
Yes |
| TranslationDefaultLanguage | DialogueManager | String value |
Note Not every translation provider may support all languages defined in BCP 47. |
Yes |
| LanguageDetectionAccuracyThreshold | DialogueManager | Integer | Minimum acceptable accuracy for the detected language of a message. Value must be between 0 and 100. The recommended threshold value is 70 when Google is the translation provider and 90 when Microsoft is. If not provided or if the value is not between 0 and 100, 80 is used. |
No |
Special Remarks
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Disclaimer: Please note that the translation results are determined by the translation providers, and we cannot control them. Variations in meanings, contexts, and languages may cause differences between the original text and its translation.
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Writing numerical values without context may lead to unexpected translation. Numeric separators (periods and comma's) for instance, like "1.000,50" might be directly translated as "1.000,50", whereas when written as "Het kost 2,50 Euro" will be translated and reformatted to "It costs 2.50 euros" (notice the comma has changed to a period as per that languages separator standard).