Genesys Cloud - Main

I know that conversation summaries that are created by copilot can be reviewed by the agent, rated with the thumbs up/down, and edit it summary if desired.

When I create the summary with AI Summarization (assign the AI Summary to the STA program) and without copilot, is there any way for agents to edit that summary, or is it truly just viewable in the Analytics/interaction UI and cannot be edited?

I know that conversation summaries that are created by copilot can be reviewed by the agent, rated with the thumbs up/down, and edit it summary if desired.

When I create the summary with AI Summarization (assign the AI Summary to the STA program) and without copilot, is there any way for agents to edit that summary, or is it truly just viewable in the Analytics/interaction UI and cannot be edited?

Hi Kevin,

That's correct.
When the summary is generated via AI Summarization assigned to an STA program (without Agent Copilot), it is read-only. Agents cannot edit or rate the summary - it's only available for viewing in Analytics / Interaction details.

The ability for agents to review, edit, and provide thumbs up/down feedback is exclusive to Agent Copilot conversation summaries.

Hope that helps clarify!

I know that conversation summaries that are created by copilot can be reviewed by the agent, rated with the thumbs up/down, and edit it summary if desired.

When I create the summary with AI Summarization (assign the AI Summary to the STA program) and without copilot, is there any way for agents to edit that summary, or is it truly just viewable in the Analytics/interaction UI and cannot be edited?

When an agent modifies the Agent CoPilot conversation summary, are the changes that the agent makes reflected in the AI Summarization assigned to an STA program (without Agent CoPilot)?

e.g. Call Leg 1 -> Agent 1 - modifies the summary for leg 1 in Agent CoPilot
Agent 1 Transfer to ACD 2 -> Agent 2 - Modifies the summary for leg 2 in Agent CoPilot

Are the summary updates reflected in the AI Summarization assigned to an STA program (without Agent Copilot),

Hi Kevin,

That's correct.
When the summary is generated via AI Summarization assigned to an STA program (without Agent Copilot), it is read-only. Agents cannot edit or rate the summary - it's only available for viewing in Analytics / Interaction details.

The ability for agents to review, edit, and provide thumbs up/down feedback is exclusive to Agent Copilot conversation summaries.

Hope that helps clarify!

I know that conversation summaries that are created by copilot can be reviewed by the agent, rated with the thumbs up/down, and edit it summary if desired.

When I create the summary with AI Summarization (assign the AI Summary to the STA program) and without copilot, is there any way for agents to edit that summary, or is it truly just viewable in the Analytics/interaction UI and cannot be edited?