Genesys Cloud - Main

Hello, we have Agent CoPilot enabled to generate call summaries. Right now, the behavior we're seeing is that once the first agent completes the call, the summary appears in the After Call Work widget (not in the CoPilot widget). The first agent then has to manually copy and paste that summary into the Notes widget so the next agent can view it only after first agent selects the wrap up code and clicks Done. Ideally, we want the first agent's summary to transfer automatically when the call is transferred. I'm trying to confirm whether this is the expected behavior, because the information I'm finding online and in the Resource Center seems to contradict this. 

For example, this video (https://www.youtube.com/watch?v=_T3YgrlhTOk) shows the summary being generated within the CoPilot widget and automatically appearing for the second agent as soon as they pick up the transferred call. Is this behavior still current, or have there been changes since the video was created? Additionally, can you confirm whether we might be missing any permissions or configuration settings required for it to function the way it's demonstrated?

Hi Suyog,

Summaries for Consult Transfers is rolling out this week. I would review and retest once this has rolled out to your region.

"Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original agent and the receiving agent receive a summary of the first part of the conversation, so each has clear context for their part of the interaction. This enhancement helps to improve efficiency and continuity by giving the receiving agent quick insight into the customer's query and helping the original agent complete after-call work faster."

https://help.genesys.cloud/articles/agent-copilot-supported-transfer-summaries/

HI All,

We have kind of a similar issue.

In our case we have configured Copilot(Call summarization feature for 1 Queue).
And we can see that if the call directly lands on the queue, the call summarization feature works fine.

However, if its a transferred call to this Copilot enabled queue, then we dont see the Call summary.

Is this issue also been taken care in this release, or its a different issue altogether.

Thanks,

Kunal Taksande

Hi @Kunal Taksande I'm wondering if you got an answer to your question, if the summary will display when received from another queue that doesn't have copilot enabled.