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  • 1.  Genesys Agent Assist - Summary Timeout Observation

    Posted 10-07-2024 00:32
    No replies, thread closed.

    Hi Folks,

    I hope you're all doing well.

    While testing Genesys Agent Assist, I encountered an issue where if the summary isn't generated within 44 seconds, an error message is displayed stating: "Summary not created."

    I wanted to reach out and ask for your insights on a couple of points:

    1. Has anyone else experienced this? If so, could you confirm if this 44-second timeout observation is consistent in your experience as well?

    2. Does this happen in Genesys Co-pilot? If not, could you share what the timeout duration is in Co-pilot, or what error-handling mechanisms it uses when a summary isn't generated?

    Any help or shared experiences would be greatly appreciated. Looking forward to hearing your thoughts!


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #Implementation

    ------------------------------
    Ramsha Shaikh
    Newfold Digital
    ------------------------------


  • 2.  RE: Genesys Agent Assist - Summary Timeout Observation
    Best Answer

    Posted 10-07-2024 08:31
    No replies, thread closed.

    Hi Ramsha,

    I believe if the conversation is too long or too short that a summary wont be created (https://help.mypurecloud.com/articles/best-practices-in-genesys-agent-assist) but I I am unaware of there being a specific timeout length.  If you have multiple examples, then it maybe worth of a case with care, but they would require Network and Console logs for the example



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Genesys Agent Assist - Summary Timeout Observation

    Posted 10-07-2024 15:17
    No replies, thread closed.

    If the conversation is too short or does not have enough substance, then the engine just returns nothing.  Too long (used to be 15 minutes, but now up to 45 minutes) and the web service times out and does not reply with summary.  The engine between Agent Assist and CoPilot is the same one for summarization.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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