Genesys Cloud - Main

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Did this issue affect the EU-UK region?

I have to agree with Caleb, we spent quite a bit of time troubleshooting this issue, thinking it was because we had turned on wrap code suggestion just a couple of hours earlier, to now find this post that it may have been a wider platform issue. Had this been updated in the Status page rather than in a Community forum we'd have saved ourselves a lot of time

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Hello David,

I was looking into this issue interanlly and from what I can see, there was a separate issue with AWS in the EU West 2 region.

Did this issue affect the EU-UK region?

I have to agree with Caleb, we spent quite a bit of time troubleshooting this issue, thinking it was because we had turned on wrap code suggestion just a couple of hours earlier, to now find this post that it may have been a wider platform issue. Had this been updated in the Status page rather than in a Community forum we'd have saved ourselves a lot of time

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Hi Jason, thanks for the response. 

Whilst the issue in the EU West 2 region may have been separate, the impact for us was exactly as described, with no summaries or wrap codes being presented with the error "AI Summary could not be generated, write your own in Notes or within your CRM".

It would be good for Genesys to make use of the great tool that is the status page for such service degradation. Please feed this back internally. It isn't just Genesys resources trying to trouble shoot services remember, we have customer and partner teams spending time trying to figure out what's going on when it would be far easier for all concerned, and far more refreshing, if Genesys updated their pages to confirm there is an incident. The only update on that occasion was issues in the UAE region, which wouldn't have impacted us.

Hello David,

I was looking into this issue interanlly and from what I can see, there was a separate issue with AWS in the EU West 2 region.

Did this issue affect the EU-UK region?

I have to agree with Caleb, we spent quite a bit of time troubleshooting this issue, thinking it was because we had turned on wrap code suggestion just a couple of hours earlier, to now find this post that it may have been a wider platform issue. Had this been updated in the Status page rather than in a Community forum we'd have saved ourselves a lot of time

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Thank you or the feedback David. I will relay this information internally.

Hi Jason, thanks for the response. 

Whilst the issue in the EU West 2 region may have been separate, the impact for us was exactly as described, with no summaries or wrap codes being presented with the error "AI Summary could not be generated, write your own in Notes or within your CRM".

It would be good for Genesys to make use of the great tool that is the status page for such service degradation. Please feed this back internally. It isn't just Genesys resources trying to trouble shoot services remember, we have customer and partner teams spending time trying to figure out what's going on when it would be far easier for all concerned, and far more refreshing, if Genesys updated their pages to confirm there is an incident. The only update on that occasion was issues in the UAE region, which wouldn't have impacted us.

Hello David,

I was looking into this issue interanlly and from what I can see, there was a separate issue with AWS in the EU West 2 region.

Did this issue affect the EU-UK region?

I have to agree with Caleb, we spent quite a bit of time troubleshooting this issue, thinking it was because we had turned on wrap code suggestion just a couple of hours earlier, to now find this post that it may have been a wider platform issue. Had this been updated in the Status page rather than in a Community forum we'd have saved ourselves a lot of time

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Thank you or the feedback David. I will relay this information internally.

Hi Jason, thanks for the response. 

Whilst the issue in the EU West 2 region may have been separate, the impact for us was exactly as described, with no summaries or wrap codes being presented with the error "AI Summary could not be generated, write your own in Notes or within your CRM".

It would be good for Genesys to make use of the great tool that is the status page for such service degradation. Please feed this back internally. It isn't just Genesys resources trying to trouble shoot services remember, we have customer and partner teams spending time trying to figure out what's going on when it would be far easier for all concerned, and far more refreshing, if Genesys updated their pages to confirm there is an incident. The only update on that occasion was issues in the UAE region, which wouldn't have impacted us.

Hello David,

I was looking into this issue interanlly and from what I can see, there was a separate issue with AWS in the EU West 2 region.

Did this issue affect the EU-UK region?

I have to agree with Caleb, we spent quite a bit of time troubleshooting this issue, thinking it was because we had turned on wrap code suggestion just a couple of hours earlier, to now find this post that it may have been a wider platform issue. Had this been updated in the Status page rather than in a Community forum we'd have saved ourselves a lot of time

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help. 

Hi, we also experienced this issue in CAC1. Could you please advise whether the issue is still occurring, or if a solution or fix has already been rolled out?

Thank you or the feedback David. I will relay this information internally.

Hi Jason, thanks for the response. 

Whilst the issue in the EU West 2 region may have been separate, the impact for us was exactly as described, with no summaries or wrap codes being presented with the error "AI Summary could not be generated, write your own in Notes or within your CRM".

It would be good for Genesys to make use of the great tool that is the status page for such service degradation. Please feed this back internally. It isn't just Genesys resources trying to trouble shoot services remember, we have customer and partner teams spending time trying to figure out what's going on when it would be far easier for all concerned, and far more refreshing, if Genesys updated their pages to confirm there is an incident. The only update on that occasion was issues in the UAE region, which wouldn't have impacted us.

Hello David,

I was looking into this issue interanlly and from what I can see, there was a separate issue with AWS in the EU West 2 region.

Did this issue affect the EU-UK region?

I have to agree with Caleb, we spent quite a bit of time troubleshooting this issue, thinking it was because we had turned on wrap code suggestion just a couple of hours earlier, to now find this post that it may have been a wider platform issue. Had this been updated in the Status page rather than in a Community forum we'd have saved ourselves a lot of time

Hello everyone,

Our developers recently caught an issue that caused and outage and steps have been implemented, so the summary should start loading now.

Hello, 

Anyone having issues this morning with Genesys Copilot not generating summaries post interactions? We are getting error message after the interaction has ended that "AI Summary could not be generated, write your own in Notes or within your CRM". We have made no change to our Agent Copilot so not sure why all of a sudden it stopped working. Checked Genesys status page and it reported no issues. 

Thank you in advance for your help.