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  • 1.  Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-13-2025 12:46
    No replies, thread closed.

    Hello You Wonderful Community! 

    Last week, the Q&A Show debuted its latest episode with guests Robert Wakefield Carl and George Ganahl. It was part 1 of a two-part series, and now we need your questions for our lovely panelists! 

    • Part 1 covered Customizable Summaries with George. 
    • Part 2 will cover interaction Categories with Robert.

    Now is your chance to ask them your questions!

    You can ask about either topic or both! Want to know something else? Drop the your questions below and we'll get them answered when we record in the next before the end of the month.

    Cheers,

    Matt & Team


    #Roadmap/NewFeatures
    #CommunityVideos(TAM,QA,etc.)

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Online Community Manager
    ------------------------------


  • 2.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-13-2025 17:31
    No replies, thread closed.

    We need some questions, y'all :-)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-17-2025 17:56
    No replies, thread closed.

    Not sure you can answer this one, but when are we getting the categories added to performance views and transcript views? Limited to using categories with only content search right now which really limits the benefits.



    ------------------------------
    Anton Vroon
    ------------------------------



  • 4.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-18-2025 17:41
    No replies, thread closed.

    @Robert Wakefield-Carl have you touched base with anyone on that, yet?



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 5.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-18-2025 23:15
    No replies, thread closed.

    Yes.  Waiting to hear back from Boland.



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

    Original Message


  • 6.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-18-2025 19:16
    No replies, thread closed.

    Hi Matt, great session! I've watched the video and created a customized summary using the Summary Workbench. It pops up when I open our Co-Pilot, but the "Save to Co-Pilot" button is greyed out. Am I missing something?



    ------------------------------
    Romi Agrawal
    Manager - Customer Experience
    ------------------------------



  • 7.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-18-2025 20:02
    Edited by Anton Vroon 08-18-2025 20:09
    No replies, thread closed.

    Give it a name, on the top of the form. I know the UI for where the name goes is not the greatest. 

    EDIT: Sorry thought you were on a different screen

    Is it an existing co-pilot that you are updating? If new, check you have set all the other details required, language, name, Knowledge Base etc 

    The KB one always gets me, even if you aren't doing knowledge sharing (for whatever reason) you still need a KB. I created a blank / empty KB for this purpose. 



    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


  • 8.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries

    Posted 08-18-2025 20:39
    No replies, thread closed.

    I'm using an existing CoPilot which already has a knowledge base. I just realised the permissions were missing for one of the queues and was able to save now after resolving the permissions for the queue. Thanks



    ------------------------------
    Romi Agrawal
    Manager - Customer Experience
    ------------------------------

    Original Message


  • 9.  RE: Submit Your Questions - Interaction Categories & Customizable Summaries
    Best Answer

    Posted 08-19-2025 12:26
    No replies, thread closed.

    Glad to hear you got it resolved!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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