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  • 1.  Copilot Summary Not Generated in Genesys Cloud Chrome Extension.

    Posted 5 hours ago

    Hi Team,

    I am  facing an issue with Agent Copilot summaries when agents take calls through the Genesys Cloud Chrome extension.

    All agents have the Agent Copilot role and the required permissions assigned. Agents can receive and handle calls successfully through the Chrome extension, but once the conversation is completed, the Agent Copilot summary is not generated or displayed in the Chrome extension interaction UI.

    However, when the same agent logs in through the Google crome/Edge browsers and takes the calls, the Agent Copilot summary is generated successfully.

    Could you please confirm whether Agent Copilot summaries are supported in the Genesys Cloud Chrome extension? If supported, could someone please help us troubleshoot this issue?


    #AICopilot(Agent,Supervisor,Admin)
    #Implementation

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    Srikanth k s
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  • 2.  RE: Copilot Summary Not Generated in Genesys Cloud Chrome Extension.

    Posted 4 hours ago

    Hello Srikanth, 

    As far as I am aware agent copilot is supported in the chrome extension. 

    Here is a few things you can check:

    Queue configuration: Confirm the correct Agent Copilot configuration is assigned to the affected queues. If needed, try removing and reassigning the configuration.

    Interaction conditions: Summary generation can be affected by factors such as very short or unusually long interactions, transfers, or applicable service limits.

    Recording and transcription: For voice interactions, confirm the required recording and transcription are available. Secure pauses or other conditions that prevent transcription can affect Copilot functionality.

    Permissions and licensing: Verify the affected agents have the appropriate Agent Copilot licensing, roles, and permissions. You can find most of that info here. 

    If the issue is consistently occurring in the chrome extension after the configuration check and prerequisites have been verified, this might require a support case. Include the affected queue, Agent Copilot configuration, interaction IDs, timestamps, and details of any tests you have run. 

    Maybe a community member in the community has run into this issue and resolved it. But until then hope this helps!



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    Cameron
    Online Community Manager/Moderator
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