Genesys Cloud - Main

Hello,

We have enabled some Genesys CoPilots on some queues soley for the purpose of summarization and find it quite useful. However, in checking the data in the Genesys data repository, we believe our summaries are being 'trimmed' after less than 2 weeks. We use this API to retrieve them, and this works up to a point:

/api/v2/conversations/{conversationId}/summaries   using the interactionID as conversationId parameter.

However, after about 2 weeks they vanish (at least using that above API). Our recording retention is set to years so that policy is not having an impact.

Using the aggregate API like: /api/v2/analytics/summaries/aggregates/query   we see statistical counts for the past summaries, but the actual text value is what our business intelligence people need.

Since there is no off-loading product (like A3S) yet for this, we rely on the API access. Is there some purge or retention limit time of interaction details like summaries? We, of course, still see 'conversation' details themselves but these specific summaries seem to have vanished. I cannot believe this valuable data is lost, but maybe it must be accessed in some 'job' type API? I cannot find anything revolving around that though.

Would anyone have any guidance on this? Without retention, the entire CoPilot summarization concept has lost its value.

Thanks,

Hi Greg, summaries created by agent copilot are only kept for 10 days.  Conversely summaries created as part of supervisor/AI insights are retained longer.

What some people look at doing is running triggers/workflows after the call to effectively "copy" the summary into the notes of the interaction.  That may be a workaround for you at the moment.

Hello,

We have enabled some Genesys CoPilots on some queues soley for the purpose of summarization and find it quite useful. However, in checking the data in the Genesys data repository, we believe our summaries are being 'trimmed' after less than 2 weeks. We use this API to retrieve them, and this works up to a point:

/api/v2/conversations/{conversationId}/summaries   using the interactionID as conversationId parameter.

However, after about 2 weeks they vanish (at least using that above API). Our recording retention is set to years so that policy is not having an impact.

Using the aggregate API like: /api/v2/analytics/summaries/aggregates/query   we see statistical counts for the past summaries, but the actual text value is what our business intelligence people need.

Since there is no off-loading product (like A3S) yet for this, we rely on the API access. Is there some purge or retention limit time of interaction details like summaries? We, of course, still see 'conversation' details themselves but these specific summaries seem to have vanished. I cannot believe this valuable data is lost, but maybe it must be accessed in some 'job' type API? I cannot find anything revolving around that though.

Would anyone have any guidance on this? Without retention, the entire CoPilot summarization concept has lost its value.

Thanks,

Hi Greg, summaries created by agent copilot are only kept for 10 days.  Conversely summaries created as part of supervisor/AI insights are retained longer.

What some people look at doing is running triggers/workflows after the call to effectively "copy" the summary into the notes of the interaction.  That may be a workaround for you at the moment.

Hello,

We have enabled some Genesys CoPilots on some queues soley for the purpose of summarization and find it quite useful. However, in checking the data in the Genesys data repository, we believe our summaries are being 'trimmed' after less than 2 weeks. We use this API to retrieve them, and this works up to a point:

/api/v2/conversations/{conversationId}/summaries   using the interactionID as conversationId parameter.

However, after about 2 weeks they vanish (at least using that above API). Our recording retention is set to years so that policy is not having an impact.

Using the aggregate API like: /api/v2/analytics/summaries/aggregates/query   we see statistical counts for the past summaries, but the actual text value is what our business intelligence people need.

Since there is no off-loading product (like A3S) yet for this, we rely on the API access. Is there some purge or retention limit time of interaction details like summaries? We, of course, still see 'conversation' details themselves but these specific summaries seem to have vanished. I cannot believe this valuable data is lost, but maybe it must be accessed in some 'job' type API? I cannot find anything revolving around that though.

Would anyone have any guidance on this? Without retention, the entire CoPilot summarization concept has lost its value.

Thanks,

Hi Greg, summaries created by agent copilot are only kept for 10 days.  Conversely summaries created as part of supervisor/AI insights are retained longer.

What some people look at doing is running triggers/workflows after the call to effectively "copy" the summary into the notes of the interaction.  That may be a workaround for you at the moment.

Hello,

We have enabled some Genesys CoPilots on some queues soley for the purpose of summarization and find it quite useful. However, in checking the data in the Genesys data repository, we believe our summaries are being 'trimmed' after less than 2 weeks. We use this API to retrieve them, and this works up to a point:

/api/v2/conversations/{conversationId}/summaries   using the interactionID as conversationId parameter.

However, after about 2 weeks they vanish (at least using that above API). Our recording retention is set to years so that policy is not having an impact.

Using the aggregate API like: /api/v2/analytics/summaries/aggregates/query   we see statistical counts for the past summaries, but the actual text value is what our business intelligence people need.

Since there is no off-loading product (like A3S) yet for this, we rely on the API access. Is there some purge or retention limit time of interaction details like summaries? We, of course, still see 'conversation' details themselves but these specific summaries seem to have vanished. I cannot believe this valuable data is lost, but maybe it must be accessed in some 'job' type API? I cannot find anything revolving around that though.

Would anyone have any guidance on this? Without retention, the entire CoPilot summarization concept has lost its value.

Thanks,

Hi everyone,

I wanted to share some upcoming updates, and @Sean Rooney can add more details as needed.

Currently, summaries generated by Agent Copilot are stored for 10 days. In contrast, summaries created using Supervisor Copilot follow the retention lifecycle of the associated recording and transcript-which can be significantly longer. You can read more about that here:

🔗 Retention period for analytics data and recordings

If an interaction uses both Agent Copilot and Supervisor Copilot, the summary will adopt the longer retention period.

Looking ahead, we're launching Agent Summaries in the Supervisor Insights panel. With this enhancement, Agent Copilot summaries will be retained for as long as the recording/transcript exists-regardless of whether Supervisor Copilot is enabled. This aligns with the idea outlined here:

🔗 DARSTA-I-369

More to come soon!

Hi Greg, summaries created by agent copilot are only kept for 10 days.  Conversely summaries created as part of supervisor/AI insights are retained longer.

What some people look at doing is running triggers/workflows after the call to effectively "copy" the summary into the notes of the interaction.  That may be a workaround for you at the moment.

Hello,

We have enabled some Genesys CoPilots on some queues soley for the purpose of summarization and find it quite useful. However, in checking the data in the Genesys data repository, we believe our summaries are being 'trimmed' after less than 2 weeks. We use this API to retrieve them, and this works up to a point:

/api/v2/conversations/{conversationId}/summaries   using the interactionID as conversationId parameter.

However, after about 2 weeks they vanish (at least using that above API). Our recording retention is set to years so that policy is not having an impact.

Using the aggregate API like: /api/v2/analytics/summaries/aggregates/query   we see statistical counts for the past summaries, but the actual text value is what our business intelligence people need.

Since there is no off-loading product (like A3S) yet for this, we rely on the API access. Is there some purge or retention limit time of interaction details like summaries? We, of course, still see 'conversation' details themselves but these specific summaries seem to have vanished. I cannot believe this valuable data is lost, but maybe it must be accessed in some 'job' type API? I cannot find anything revolving around that though.

Would anyone have any guidance on this? Without retention, the entire CoPilot summarization concept has lost its value.

Thanks,