Thanks Mike, we have already opened a support case for this.
Original Message:
Sent: 06-11-2024 09:58
From: Michael Ray
Subject: Agent Assist summary for digital
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
Original Message:
Sent: 06-10-2024 18:38
From: Lee Smith
Subject: Agent Assist summary for digital
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
Original Message:
Sent: 07-19-2023 14:39
From: Michael Ray
Subject: Agent Assist summary for digital
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
Original Message:
Sent: 07-18-2023 12:48
From: Nick Argeson
Subject: Agent Assist summary for digital
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.
Original Message:
Sent: 06-09-2023 15:28
From: Chris Dalziel
Subject: Agent Assist summary for digital
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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