Genesys Cloud - Main

Hey guys, could you please confirm what permissions are required to enable the Transfer summary?
We've got agents with the Agent Copilot Agent roles in our web messaging queue and none of them can see a Transfer Summary when the Digital Bot hands over to the agent.
Are we missing something in the permissions?

TIA :-)

Hi Guru,

Thanks for the information and sharing the documentation!

1. what about the structure of the API response while retrieving the summary for Agent Copilot involving multiple participants?

Hello @Ramsha Shaikh

Notifying @Rebecca Harper

1. Regarding the order, I am unable to confirm how this is structured always, however from the examples I had validated, I could find the Agent interaction appears first followed the Virtual Agent summary.

2. The below documentation outlines the details on the Summary API - https://help.mypurecloud.com/articles/retrieve-the-conversation-summary-and-wrap-up-code-that-virtual-agent-generates-for-a-bot-interaction/

This is great information, thanks a lot for sharing and explaining!

Since the transferred summary feature was introduced, have there been any changes to the summary API response?

Currently, what I observe is that when an interaction involves multiple participants, the API response segregates each interaction summary in individual list items within the sessionSummaries array. Each list item contains its own summary and associated metadata.

I have a couple of questions regarding this:

1. In what order are the summaries organized? Does the first agent's interaction summary appear at the top, or is it structured as last agent first?

2. Has there been any change in the API structure? I don’t recall seeing this structure previously, I vaguely remember it being different.

Hello @Ramsha Shaikh,

Notifying @Rebecca Harper

1. The transfer summary generated does not usually disappear from the Agent copilot panel, it gets pushed down as the knowledge article surfaces, the scroll bar can be used to navigate to the summaries.

2. As far as the Summaries are concerned, the API I mentioned in previous response is useful to access the session summaries. Here is an example from the same interaction where both the "Virtual Agent Summary" to the Agent and the "Agent Copilot Summary" generated at the end of the conversation is given.

Virtual Agent Transfer summary
{
      "text": "The customer initially contacted the virtual agent and was presented with self-service options. The customer then requested to speak to an agent to block their credit card. The virtual agent acknowledged the request and stated that the customer would be connected to an agent.",
      "status": "Completed",
      "mediaType": "Chat",
      "language": "en-US",
      "predictedWrapupCodes": [
        {

Agent Copilot Summary

sessionSummaries": [
    {
      "text": "The customer inquired about refinancing and buying an investment property. The agent advised exploring options with a Home Loan Specialist. For refinancing, the process typically involves six steps:\nselecting a home loan, applying for a new loan, loan approval, valuation, and signing loan documents. The agent explained that lenders may require LMI if borrowing 80% or more of the property's current market value. The refinancing process usually takes about a month, but can be faster if all documents are ready.",
      "status": "Completed",
      "mediaType": "Message",

Hi Guru,

I wanted to clarify whether the summaries generated by Virtual Agent and Copilot are different. I thought both use the same AI model for generating summaries.

Also, do you know how long the transferred summary remains visible on the Agent's Copilot Tab?

As per my understanding, Genesys does not automatically save or store the summary, please correct me if I’m wrong. If that’s the case, once the call is transferred, the transferred summary disappears after the first glance, and the API will only have the summary available after the call ends.

So, if the second agent wants to read the summary again, what will be the options? 

Hello @Ramsha Shaikh,

Thanks for watching the video and feedback. 

You may please use the following API as it stores the summary generated by Virtual agent as well as the summary generated by Agent copilot.

Hi All,

This is a great feature!

While testing, we noticed that once our chat interaction is transferred to another agent, the transferred summary appears in the Copilot tab. However, after some time, it disappears from the tab.

We would like to understand

1. how long the transferred summary is typically visible and are there any other nuances we should be aware of?
2. Are these transferred summary being stored anywhere in Genesys automatically?

Thanks