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  • 1.  ACW Summary

    Posted 02-14-2025 12:05

    When using the Agent Copilot role, we now see Reason contacted, Summary, and Resolution fields in the ACW pane.

    Where can we access this information in Performance Views?

    Can we disable the AI-generated responses within the fields?


    #Reporting/Analytics
    #SystemAdministration

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    Brady
    Seattle, USA
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  • 2.  RE: ACW Summary
    Best Answer

    Posted 02-14-2025 16:30

    Hello Brady,

    I believe that info is populating because you are using Agent Copilot. I'm not sure if there is a way to disable those fields, other than disabling Copilot. I did see that there are a few Ideas in the Product Ideas Lab that are looking to expand on the functionality, so you may want to take a look at the Ideas portal and vote on, leave feedback, or submit your own idea.

    https://help.mypurecloud.com/articles/work-with-genesys-agent-copilot/



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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