Genesys Cloud - Main

@Christopher Visick it's now available in french, everuthing is ok 😊 .

Thanks a lot for your help !! 

Hi there @Catherine DUPIRE

Based on our WEM RoadMap, Supervisor CoPilot will be available in French in H2 of this year, (subject to change).

In regards to the “Program”, this is where you are able to link the Queues/ Flows to selected “Topics”  - This is available under Admin under the Quality section.

Please view the below link for the permissions required

https://help.mypurecloud.com/articles/set-topic-and-program-permissions/

Once creating or within a Program, you are able to define you Queues/ Flows and topics that you want to target and also “Enable AI Insights”.

In regard to the billing – it doesn’t matter on the length of interaction/ transcript - 50 interactions = 1 token billed

Please note that the below considerations and limitations

• AI generated label: Summaries created by AI are marked as Generated by AI, with a tooltip explaining potential inaccuracies.
• Multiple transcripts: If an interaction includes multiple transcripts, a tooltip explains that the summary is based on all available transcripts.

Key considerations and limitations

• AI summaries are available for voice, chat, and messaging transcripts (email interactions are not summarized).
• Transcript length limitations
• Summaries are only generated for transcripts between 20 and 5,000 tokens (~3,750 words max).
• If a transcript exceeds this limit, it is not summarized.
• Data retention
• The AI summary follows the same retention policy as the recording and transcript.
• If a recording is deleted, the AI summary is also deleted.
• Transcript modifications
• If new transcripts are added or some are deleted from an interaction, the summary is regenerated.
• If all transcripts in an interaction are deleted, the summary and AI Insights are permanently removed. 

Further details can viewed via the below link

https://help.mypurecloud.com/articles/work-with-a-voice-transcript/#enabling-ai-summarization:~:text=View%20an%20AI%2Dgenerated%20interaction%20summary

Hope this helps further

Ok, sorry,

For 2), I suppose you're talking about Quality / Program menu. I can't see it for the moment, I suppose it's because STA is not activated yet. I'm waiting for the summary in french for that.

Hi @Christopher Visick 

Thanks for your answer. 

1) Do you know when will it be available in French language ? 

It's been available in english and spanish for a while now, when will the other languages ? This is a feature that supervisors have been waiting for . 

2) What do you mean by "enabled under the program" ?  What is the "program" ? A menu in admin console ? which one ? Or is it a permission ? 

3) in the link you mentionned about billing, it's written 1 token = 50 summaries

Does that mean that any interaction, as short or as long as it is, will only use 1/50th of a token ? Whatever the lenght is ? 

My clients are very eager to have this feature.... but in french...! :-(

Hi there @Catherine DUPIRE

The Supervisor CoPilot Ai Insights, (which are the Supervisor Summaries) need to be enabled under the "Program". This is a tick box.

Only interactions tied to queues, or flows mapped to the specific program will be processed and billed and is billed separately to Agent CoPilot.

AI Summary and Insights in Genesys Cloud currently supports transcripts in:

• English
• Spanish

These language capabilities apply across multiple interaction types, including:

• Voice interactions
• Chat interactions
• Messaging interactions

Please visit the below links for further information

https://help.mypurecloud.com/faqs/how-are-supervisor-copilot-and-virtual-supervisor-billed/

https://help.mypurecloud.com/articles/work-with-a-voice-transcript/#enabling-ai-summarization:~:text=View%20an%20AI%2Dgenerated%20interaction%20summary

I hope this helps :-)

Regards

CV

Hi there @Vipin Virmani

Once you have created your evaluation form, you can then create a individual policy to assign the evaluation form to your test queue.

Please review the below link that details how to use "Matching Criteria" which would be the queue name, and then the "Actions" that would be the Evaluation Form.

https://help.mypurecloud.com/articles/create-recording-policy/

Hope this helps

Regards

CV 

Hi Christopher

After creating the evaluation form, i do not see any Genesys configuration to map the test Evaluation form (with AI scoring) to a specific test queue so test evaluation form applies to test queue only.

The risk is if my test evaluation form with AI scoring do not have a mapping to queue name, then this evaluation form will apply to Prod queues?

Please correct my understanding so test environment of Evaluation form using AI score is isolated from Prod queues.

Hello. About "AI-generated interaction transcript summaries for Supervisors" : I still can't see summaries in supervisor interface. My agents are using Copilot and access summary. But not the supervisor. 

I had undertood that this functionnality was only availbale in english and spanish, do you confirm? 

If yes, when will it be available in french ? 

Otherwise, is there any permissions to validate ? 

And is this functionnality billable ? (when using copilot)

Thank you.

Catherine 

HI there Kevin

Thanks for asking a question on TAMStudios in regards to Supervisor CoPilot.

There are no actual “permissions” as such to assign Virtual Supervisor CoPilot (Ai Scoring) or Supervisor CoPilot (AI Insights & Translate)

In regards to enabling the features this can be achieved the follow way:

• Virtual Supervisor Co Pilot (AI Scoring)

Firstly, you need access creating/ editing Evaluation Forms, (these are permissions). Once in this area you will be able to create/ edit new and existing questions. From this point, you are able to select or create questions and you have the options on the question type, (one of which is "AI Enabled". Once selected please remember to create the “Help Text” within each AI enabled question. Please visit the below link from the resource centre for further guidance

How to create a evaluation form

https://help.mypurecloud.com/articles/evaluate-interaction/ 

• Supervisor CoPilot (AI Insights & Translate)

You will need to go to “Admin > QM > Programs > Any program > Enable AI Insight”. Once enabled, then all customer-agent transcripts that occur on the selected queues within the program will automatically be summarized and insights such as reason for contact, resolution, follow up action items and reason for sentiment are generated by AI.

Please visit the below link from the resource centre for further guidance

https://help.mypurecloud.com/articles/work-with-a-program/

Hope this Helps 😊

Hi, what role or permission is required on how to enable "AI Insights" setting in program page? Any link and feedback is appreciated. I seems to miss some permission/role.

Thanks

Hi there Carlos

Thanks for watching the TAMStudios video on this great new feature being Virtual Supervisor CoPilot & Supervisor Copilot.

Pt-PT is Portuguese (Portugal) is on the RoadMap to be included, but unfortunately at this time there is no timeline on when it will be released.

In order to kept up-to-date with the weekly releases, please subscribe to the GenesysCloud Releases Notes via the link below

https://help.mypurecloud.com/release-notes-home/release-notes/

Very useful and great feature! Congratulations.

But I have one question:
I understand that "AI-generated interaction transcript summaries for Supervisors" is available only for English and Spanish transcripts. Why and when will it be available for other languages? In my case I'm interested in pt-pt.