Speech Analytics API returning empty transcript for voice interactions

NICE CXone API & Integrations
1

Why does this setting seem to block transcript retrieval even though the conversation ID is valid? I am building a React Native wrapper around the Genesys Cloud Speech and Text Analytics API to pull full voice-to-text transcripts for offline review. The app runs on a Brazil server time zone, so latency isn’t the issue here. I get a 200 OK from the initial fetch, but the transcript array inside the response is always empty.

I am using the endpoint GET /api/v2/speechandtextanalytics/conversations/{conversationId} to fetch the analytics for a specific interaction. The response structure looks correct, but when I drill into the transcript field, it returns null or an empty list. I have verified that speech analytics is enabled for the specific queue and that the interaction date falls within the retention window. Here is the snippet of the request I am making:

GET /api/v2/speechandtextanalytics/conversations/12345678-1234-1234-1234-123456789012

Is there a specific permission scope I am missing in the OAuth token, or does the transcript data require a separate polling mechanism via the transcript URL endpoint? The documentation is vague on whether the transcript is included in the initial query response or if I need to make a secondary call to GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl. Any code examples for handling this async flow in JavaScript would be appreciated.

2

The quickest way to solve this is checking the status field. Transcripts aren’t ready immediately. Use GET /api/v2/speechandtextanalytics/conversations/{conversationId} and wait for status to equal completed. If it stays processing, your webhook isn’t triggering the async job. Check the Speech and Text Analytics settings configuration.

3

The simplest way to resolve this is…

  • Poll GET /api/v2/speechandtextanalytics/conversations/{conversationId} until the transcript data is populated.
  • Empty transcripts often mean the async job is still processing.
  • If webhooks are silent, you can manually retrieve the transcript by calling GET /api/v2/speechandtextanalytics/conversations/{conversationId}/communications/{communicationId}/transcripturl to get the pre-signed S3 URL.
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