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  • 1.  Agent Assist summary for digital

    Posted 06-09-2023 15:29

    Hello, I recently got summary for AA Digital working and had some questions/comments. I don't think that Beta is still open and wondering if I can still send them to someone?


    #Unsure/Other

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    Chris Dalziel
    MAXIMUS, Inc.
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  • 2.  RE: Agent Assist summary for digital

    Posted 07-18-2023 12:48

    My agents often receive the Could not create summary error. Is there any additional setup that needs to be done? 

    Any idea why it only works intermittently? 



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    Nick Argeson
    Bethlehem Shared Services LLC.
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  • 3.  RE: Agent Assist summary for digital

    GENESYS
    Posted 07-19-2023 14:39

    Nick,

    one thing we have found is that sometime during the conversation the agent needs to select the agent assist panel, they don't need to remain there, just select it once.

    without doing this there is no trigger for the conversation to be sent for summarization.  we are working on this and hope to have a fix with v2

    If that is not the issue, please reach out to me and we will troubleshoot

    Mike



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    Mike Ray
    Product Manager - Agent Assist
    Mike.Ray@genesys.com
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  • 4.  RE: Agent Assist summary for digital

    Posted 3 days ago

    Hi Mike, we have just started a trial on using Agent Assist for call and web messaging summarisation.

    We are also having problems where sometimes the summary just isn't being generated.
    We've requested our agents to click in the agent assist panel during the call but are still seeing no summary in some cases.
    Could you please advise if you know of any other reasons for no summary to be generated?

    We have logged this with support and they've requests call logs but it will be extremely difficult for us to get these.

    Thanks in advance,

      Lee.



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    Lee Smith
    Genesis Energy
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  • 5.  RE: Agent Assist summary for digital

    GENESYS
    Posted 2 days ago

    The need to select the agent assist panel during the conversation is no longer a requirement however you can refer to this knowledge link for options on why a summary might not be generated.

    If you are still having issues please open a support case and they will troubleshoot.

    Thanks

    Mike



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    Mike Ray
    Product Manager - Agent Assist
    Mike.Ray@genesys.com
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  • 6.  RE: Agent Assist summary for digital

    Posted 2 days ago

    Thanks Mike, we have already opened a support case for this.

    Regards,



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    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
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  • 7.  RE: Agent Assist summary for digital

    GENESYS
    Posted 07-19-2023 14:40

    Hi, the beta is over because this feature has been released. If you have questions, you can reach out to me @ jane.hendricks@genesys.com and I'll be happy to find you someone to talk to. 



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    Jane Hendricks
    Genesys - Employees
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