Monitor Transcription-Related Limit Errors | Limits and Scaling | Salesforce Voice with Telephony Providers Implementation Guide

When your org exceeds the transcription limit, utterances are no longer transcribed. Track when your org hits the transcription limit by using a custom field on the VoiceCall object.

When your org hits the transcription limit during a call, the kvsTranscriber Lambda function creates a contact attribute named sf_realtime_transcription_status__c and sets its value to the limit error message. When the call ends, the CTRDataSync Lambda function passes this value to Salesforce, updating the custom field on the affected VoiceCall record for the call where the transcription exceeded the limit. If the custom field on the VoiceCall record is populated, it means that the org exceeded the limit during that call. You can look at VoiceCall records or create a custom report to aggregate the data.

In Salesforce, create a custom field called sf_realtime_transcription_status__c on the VoiceCall object.
Add the custom field to the VoiceCall record page layout.
Create a custom report that pulls records where the sf_realtime_transcription_status__c field value is populated to see which calls were impacted by the transcription limit.

If you change the name of the custom field to a different value than sf_realtime_transcription_status__c, you must manually modify both kvsTranscriber and CTRDataSync Lambda functions to accept the new name.

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