Genesys Cloud - Main

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital
------------------------------

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

No. Premises edges keep everything local until the call ends, and they are not going to put effort toward re-designing how they work. All emphasis is on pushing folks toward the cloud these days.

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

No. Premises edges keep everything local until the call ends, and they are not going to put effort toward re-designing how they work. All emphasis is on pushing folks toward the cloud these days.

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Any plans to support Agent Assist features for customers using local edges?

Note that Auto-Summarization is not yet GA for Voice...

As you mentioned, you need to assign the assistant to a queue (which presumes you have the proper licensing and the assistant shows the Voice and Digital options in the drop-down).

You do not need to enable Transcription on the queue.

You might want to enable Low Latency Transcription in the Speech and Text Analytics settings if you want to capture the notifications sent via WebSockets or EventBridge for what Agent Assist is showing in the Transcript field in the client.

No involvement of Recording Policies.

Hi Nicole,

Following up on my question above. Also, for Voice Agent Assist & Summarization.. are there any requirements (recording policies enabled, transcription turned on at the queue level, etc) to get the functionality of Voice Agent Assist & Summarization beyond assigning the assistant to the queue?

Thanrks,

Pete

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital
------------------------------

Dev says having three turns prior to auto-summarization works consistently.

Hi Nicole,

One Question I have:

1. Is there a minimum conversation length (turns, sentences, word count, etc) for a summary to be generated for web messaging or voice interactions?

Thanks,

Peter

------------------------------
Peter Stoltenberg
TTEC Digital