Genesys Cloud - Main

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!

Thanks @Cameron Tomlin I can now see the summary under AI Insights → Agent Summary in the Interaction page transcript after reassigning the queue in Copilot.

Kindly review the screenshots below and provide your input.

In the above screenshot, I am using the Genesys Cloud Chrome Extension to take calls. After the interaction is completed, the Agent Summary is not generated displayed in the UI.

In the above screenshot, I took the call using the Edge browser, where I can see the Agent Summary details during the call. However, I cannot see the same summary details in the Genesys Cloud Chrome Extension. I would like to know whether the Agent Summary can be viewed during the call in the Chrome Extension as well. Is this functionality supported?

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!

Hello Srikanth, 

Thanks for the update. Taking a look at your screenshots am I right to assume one is the chrome browser extension, and the other is taking place in Edge with the full web app? To answer your question specifically "I would like to know whether the Agent Summary can be viewed during the call in the Chrome Extension as well."

The answer is no-the summary is intended for ACW after the interaction ends. Agent Copilot itself can still be accessed during the interaction through the Chrome extension's Interaction window. 

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Cameron
Online Community Manager/Moderator
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Original Message:
Sent: 08-13-2026 12:36
From: Srikanth k s
Subject: Copilot Summary Not Generated in Genesys Cloud Chrome Extension.

Thanks @Cameron Tomlin I can now see the summary under AI Insights → Agent Summary in the Interaction page transcript after reassigning the queue in Copilot.

Kindly review the screenshots below and provide your input.

In the above screenshot, I am using the Genesys Cloud Chrome Extension to take calls. After the interaction is completed, the Agent Summary is not generated displayed in the UI.

In the above screenshot, I took the call using the Edge browser, where I can see the Agent Summary details during the call. However, I cannot see the same summary details in the Genesys Cloud Chrome Extension. I would like to know whether the Agent Summary can be viewed during the call in the Chrome Extension as well. Is this functionality supported?

------------------------------
Srikanth k s
------------------------------



Original Message:
Sent: 08-12-2026 16:21
From: Cameron Tomlin
Subject: Copilot Summary Not Generated in Genesys Cloud Chrome Extension.

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!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------