Genesys Cloud Speech Analytics API returns empty transcript for Voice-to-Text conversations

NICE CXone API & Integrations
1

We’re trying to pull the full conversation transcript for voice interactions using the Speech and Text Analytics API. Specifically, we’re hitting the GET /api/v2/analytics/conversations/details/query endpoint with a timeRange filter and groupBy set to conversationId.

The issue is that while we get back the conversation metadata, the transcript field inside the data array is consistently empty for voice conversations. Text-based web chats populate correctly, but voice-to-text transcripts are missing.

Here’s the Kotlin code snippet we’re using to construct the request:

val request = AnalyticsConversationsDetailsQueryRequest(
 timeRange = TimeRange(
 from = "2023-10-01T00:00:00.000Z",
 to = "2023-10-02T00:00:00.000Z"
 ),
 groupBy = listOf("conversationId"),
 include = listOf("transcript")
)

val response = analyticsApi.conversationsDetailsQuery(request)

We’ve verified that:

  1. The conversations in the specified timeRange are indeed voice conversations.
  2. Speech analytics is enabled in our Genesys Cloud organization.
  3. We have the necessary speechanalytics:conversation:read permissions.

We’ve also tried adding analyticsType set to speech in the request, but that didn’t change the outcome. The response JSON looks like this:

{
 "data": [
 {
 "id": "abc123",
 "transcript": []
 }
 ]
}

Is there a specific parameter or configuration we’re missing to retrieve the voice-to-text transcript via the API? We’ve checked the documentation, but it’s not clear if voice transcripts are supported in the same way as text chats. We’re using the genesys-cloud-java-client SDK version 7.0.0.