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  • 1.  Copilot Summarization retention in conversation details - accessing longer timeframes?

    Posted 05-14-2025 19:07
    No replies, thread closed.

    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,


    #API/Integrations
    #ConversationalAI(Bots,AgentAssist,etc.)
    #Reporting/Analytics

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    Greg Magsamen
    Network Engineer / Systems Manager
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  • 2.  RE: Copilot Summarization retention in conversation details - accessing longer timeframes?

    Posted 05-14-2025 20:46
    No replies, thread closed.

    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.



    ------------------------------
    Vaun McCarthy
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  • 3.  RE: Copilot Summarization retention in conversation details - accessing longer timeframes?

    Posted 05-15-2025 03:17
    No replies, thread closed.

    Hello,

    Thank you for the response. I am at a loss as to the value of summarization then. This will not be good news for our business users they will lose their presumed value-add to using agent CoPilot.

    I assume the workaround you mention would be using an API to patch the wrap notes with the same value in summary? I had not known you could update Wrap Notes outside of the actual window the CX user sees.

    Thanks again for your information. Not a good answer (or popular), but technically useful.



    ------------------------------
    Greg Magsamen
    Network Engineer / Systems Manager
    ------------------------------

    Original Message


  • 4.  RE: Copilot Summarization retention in conversation details - accessing longer timeframes?

    Posted 05-16-2025 09:56
    No replies, thread closed.

    I'm just seeing this now, as we begin to plan a POC for Agent Copilot.  Charging an additional $40/month for an ephemeral feature/content is bad form, on Genesys' part.  Conversation data should be permanent, or at the very least, 10 days is a ridiculously short shelf life for this data.  Having to create triggers to work around it is "fine", but we wouldn't want to use the wrap notes for it, at risk of displacing or adulterating something the agent manually wrote.  That leaves us with burying it in participant data, which removes the usability of it considerably, since those are also a firehose of unsorted noise, for normal humans.

    Thankfully, our team required this to be mirrored to Salesforce, in addition to being in Genesys, or I'd be quite irate about this poor implementation of data storage, on Genesys' part.



    ------------------------------
    Paul McGurn
    Senior Manager, Telecom & DevOps
    Persistent Systems
    ------------------------------

    Original Message


  • 5.  RE: Copilot Summarization retention in conversation details - accessing longer timeframes?
    Best Answer

    Posted 05-16-2025 11:26
    No replies, thread closed.

    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!



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    Anik Dey
    Genesys - Employees
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    Original Message


  • 6.  RE: Copilot Summarization retention in conversation details - accessing longer timeframes?

    Posted 05-26-2025 14:37
    No replies, thread closed.

    Hello,

    Our specific use case was trying to use Agent Copilot to automated interaction summaries, so the contact center reps did not have to 'write' them (saving ACW time). Because of this narrow case, we have now seen that Speech and Text Analytics Topic Program AI Insights can accomplish this on the same basis and without contact center rep interaction, saving even more time. This still uses AI tokens, so a choice of one or the others is needed, but with its automated summary creation, API access, and the retention being aligned with recording policies, this is probably the way we will go after business approval, for at least some major areas. CoPilot looks promising (and did visually) but there are some lower layer wrinkles (data persistence, editing or template summaries, reporting views) that probably need to be worked out before any further adoption in our use case.

    I certainly look forward to this 'Insights panel' idea outlined above and when CoPilot summaries are retained longer (or a broader use case comes up) we will use what works. I am thankful there was an alternative that appears to work, AI Insights, and persists much longer.

    Thanks,



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    Greg Magsamen
    Network Engineer / Systems Manager
    ------------------------------

    Original Message


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