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  • 1.  Agent Copilot supported transfer summaries

    Posted yesterday

    Hi, 

    My question relates to Copilot generated summaries on transferred calls. 

    For this question there are two scenarios to compare; 

    1. A call is taken in the Team B and interaction ends
    2. A call is taken in Team A and passed through to Team B

    Our current configuration is team A Agents have not yet had the role assigned or the Copilot assigned to the queue. Team B agents have the role assigned and the Copilot assigned to the queue. 

    The issue experienced occurs if the call is taken in Team A and transferred to Team B, Team B are not having a summary generated by Copilot, unlike if the call was directly received into Team B.

    Having read the agent Copilot supported transfer summaries (Agent Copilot supported transfer summaries - Genesys Cloud Resource Center) I'd like to obtain further clarity. From the expected behaviour table our scenario is the first row which suggests an interaction summary is displayed - Agent A does not have the summary but Agent B does.

    Although, the third bullet in the Note confirms 'When an agent transfers a conversation to another agent, Agent Copilot can only function if the Agent Copilot configuration is the same between both agents.'. 

    Does this mean both agents have to have the Copilot role assigned and the same AI Studio summary to enable Copilot to summarise on a received transferred call? 

    How can I get a summary to be provided to Agent B without Agent A having Copilot?

    Thanks.


    #AICopilot(Agent,Supervisor,Admin)

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    James Bradbury
    NA
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  • 2.  RE: Agent Copilot supported transfer summaries
    Best Answer

    Posted yesterday
    Hi James,
     
    Based on the documentation, I would first review your Agent Copilot configuration, especially the assignments for the Team B queue, the Team B agents, and the AI Studio summary configuration.
     
    You could also check with Ask Me, as it may provide additional guidance or help confirm the expected behavior based on the documentation.
     
    If everything is configured correctly and Agent B still doesn't receive the interaction summary after the transfer, I'd recommend opening a Customer Care case so the team can investigate whether this is a configuration issue or an unexpected product behavior.
     
    References:
     


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    Raphael Poliesi
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  • 3.  RE: Agent Copilot supported transfer summaries

    Posted 10 hours ago

    Hi James,

    From our understanding and testing, Agent Copilot configurations need to be consistent between both agents for transfer summaries to function as expected.

    In your scenario, since Team A agents do not have Copilot enabled, the interaction does not initialise Copilot at the start. As a result, when the call is transferred, Team B agents will not receive a summary of the earlier interaction.

    To enable full transfer summary support, Team A agents would also need the Agent Copilot role and the same Copilot configuration assigned to their queue. At this stage, this appears to be a platform limitation rather than something that can be worked around.

    It may still be worth confirming with Genesys Support for your specific setup.

    Hope this helps!

    Reference: https://help.genesys.cloud/articles/agent-copilot-supported-transfer-summaries/



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    Phaneendra
    Technical Solutions Consultant
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