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Transcript stuck or in the wrong language

Your conversation stays "pending", no transcript arrives, or the transcript is in another language. Causes and what you can do.

Written by Robin Alcedo Overbosch

What you see

  • A meeting, call or recording shows as pending in Conversations, without a summary or actions.

  • Nothing appears in Conversations after a conversation at all.

  • The transcript is in the wrong language, for example English or German instead of Dutch.

  • Above the transcript there is a warning that the model was not very sure, with a percentage and the language it heard.

Why this happens

Transcript stuck or missing - It takes a moment. After the meeting the recording is finished first, then the transcript is made. Usually that's done within a few minutes, but it can take up to 30 minutes. - A transcription sometimes fails (about 2% of recordings). Hyre then tries once more. - There was nothing to transcribe. A recording shorter than 5 seconds, or one in which Hyre hears no speech, gets no transcript and leaves the list. - A call without a recording, or shorter than 5 seconds, doesn't appear in the list. - An offline recording wasn't fully uploaded. For example because the connection dropped or you closed the browser. - An outage on our side. We then fix it and process the recording afterwards.

Wrong language - Very short conversations, such as a 20-second test call. Too little speech to recognise the language well. - Poor audio: noise, echo, a phone far away, or an uploaded file of low quality. - Phone calls get one language per call. If people switch a lot between Dutch and English, it can come out wrong. Online meetings and offline recordings do follow a language switch. - A language outside the 10 Hyre recognises best (Dutch, English, German, French, Spanish, Italian, Portuguese, Russian, Hindi and Japanese) gives a weaker transcript.

How to fix it

  1. Wait 30 minutes after the conversation ended and refresh Conversations.

  2. Offline recording? Open Record. If a recording is waiting in the pending uploads, click Retry. Your browser keeps the audio for at most 7 days.

  3. Still not there after an hour, or the language is wrong? Send us a message (see below). We'll look up the conversation.

  4. Names or company names misspelled? That's not a language problem. Use Find and Replace on the Transcript tab to fix a name everywhere, before you send anything to your ATS.

Is it working again?

  • The conversation is in Conversations with a summary, and the Transcript tab is filled.

  • You can run actions through Agents again.

Prevent it

  • Don't test with a conversation of a few seconds. Talk for at least a minute when you test.

  • Make sure the audio is good: a headset for calls, the phone or laptop in the middle of the table for an offline conversation, a laptop rather than a phone.

  • For offline recordings: always click Stop and save and wait for the upload to finish before you close the browser or your laptop.

Still not working?

Send us a message through the chat in Hyre (Helpdesk). Say what you see and since when, with the date, time and title of the conversation.

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