Had a similar issue - I just think the settings are not described very well. The default program in the STA settings seems to be the fallback Program if Queues and Flows are not specifically assigned to a program. If you set this to None, only Queues and Flows in a Program will be included.
Original Message:
Sent: 02-02-2026 10:10
From: Dianne Gabriel
Subject: AI Insights enabled globally instead of selected queues
Hi Stephan, apologies for the delayed response.
No Copilot, Agent Assist, or Virtual Supervisors are enabled.
The one thing we noticed though is that the we set that specific program as the default program, and it caused the AI Insights to be enabled in other queues. We changed the default program to "None" and AI Insights have only been limited to the selected queues.
I feel like this is some sort of bug.
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Dianne
Original Message:
Sent: 12-17-2025 11:03
From: Stephan Taljaard
Subject: AI Insights enabled globally instead of selected queues
Hi Dianne
This is noted.
And just to confirm, you dont have Copilot, agent assist, or virtual supervisor enabled perhaps?
These are the only options I can think of at the moment. Also looking at the resource center and documentation, these are mentioned oftern.
Not sure if someone else in the community has perhaps experienced something similar.
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Stephan Taljaard
EMBEDIT s.r.o
Original Message:
Sent: 12-17-2025 09:44
From: Dianne Gabriel
Subject: AI Insights enabled globally instead of selected queues
Hi Stephan,
No flows, only queues have been assigned.
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Dianne
Original Message:
Sent: 12-17-2025 09:39
From: Stephan Taljaard
Subject: AI Insights enabled globally instead of selected queues
Good Day Dianne
According to my understanding, only queues and flows assigned in the program will be selected for the insights and summary - https://help.mypurecloud.com/faqs/how-is-ai-summary-and-insights-enabled/
Do you perhaps have any flows selected in the program?
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Stephan Taljaard
EMBEDIT s.r.o
Original Message:
Sent: 12-17-2025 08:50
From: Dianne Gabriel
Subject: AI Insights enabled globally instead of selected queues
Hello,
We're testing out AI Insights for a client and we particularly chose two queues that have slow traffic. However, upon checking interactions, we've noticed that AI Insights are appearing in interactions even though it wasn't part of the selected queues. We've checked the programs and speech and text analytics configs and nothing seem amiss from our end. As far as I know, we don't have Copilot or any other AI settings enabled.
What are we missing? What did we miss?
Thank you!
#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#Unsure/Other
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Dianne
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