Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao discusses a new feature "Agent Copilot summary API metrics and edited summaries"

Administrators can now track how agents interact with AI-generated summaries using the Agent Copilot Summary Analytics API. This feature includes metrics for how often summaries are presented, edited, submitted, copied, and the amount of positive and negative feedback that agents provide. The API also tracks AI-predicted wrap-up code submissions. In addition, the Agent Copilot Summary Conversation API now includes edited summaries, along with associated reason and resolution fields, which helps to ensure that CRM systems receive both the original AI-generated summary, and any agent changes. These updates give supervisors more visibility into how agents use Copilot summaries and help support monitoring, reporting, and coaching efforts. Agent Assist summaries are not included in this update and will be addressed separately.

Release notes: https://help.mypurecloud.com/releasenote/june-16-2025/

#TAMStudios #FeatureReview #Agent #API