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  • 1.  Agent Copilot Summaries for Outbound Calls Without a Queue

    Posted 06-09-2025 23:54
    No replies, thread closed.

    Hi everyone,

    I have a question related to Copilot summaries.

    From what I understand, Agent Copilot needs to be assigned to a queue in order to generate summaries. That said, is there any flexibility in how summaries can be generated?

    I am interested in the use in cases where an agent makes a direct outbound call that isn't tied to a queue. In such scenarios, would it be correct to assume that we wouldn't be able to capture summaries since there's no associated queue?

    Would love to hear if there's any workaround or if support for this is on the roadmap.

    Thanks in advance


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Ramsha Shaikh
    Telecom/AI Engineer
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  • 2.  RE: Agent Copilot Summaries for Outbound Calls Without a Queue
    Best Answer

    Posted 06-10-2025 14:25
    No replies, thread closed.

    Hello Ramsha,

    You are correct. I was looking at the Ideas in the Product Ideas Lab and this Idea was the closest that I could find. If you would like to see more features added to Agent Copilot, I would recommend that you register your request through the Product Ideas Lab.

    To Access the Product Ideas Lab and add your idea:

    1. Sign in to the Genesys Knowledge Network.
    2. On the Product Ideas Lab section, click Browse and Submit Ideas.
    3. From the Product Ideas Lab, click Add a Product Idea.

    You can also view and vote for existing Ideas!



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    Jason Kleitz
    Online Community Manager/Moderator
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