Workforce Engagement Management

To further the information supervisors get from Supervisor Copilot, you now get more insights with AI Insights: reason for contact, interaction resolution, and agent action items. AI Insights provides instant, data-driven insights to help supervisors quickly understand what happened in the interaction – further reducing manual effort while empower supervisors with actionable insights to improve performance.  

#QualityEvaluations
#SpeechandTextAnalytics
#Other/Not Sure

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Lindsey Ray Bonanni
Director, Product Marketing
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Hi Lindsey,

Seems great! But a doubt comes to my mind.

With /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries we can get the conversation summary, but not the Insights. Is there any API request that returns the AI Insights themselves?

Thanks for sharing!

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Mario Martín

Original Message:
Sent: 06-23-2025 12:34
From: Lindsey Ray Bonanni
Subject: AI Insights Just Got Better!

To further the information supervisors get from Supervisor Copilot, you now get more insights with AI Insights: reason for contact, interaction resolution, and agent action items. AI Insights provides instant, data-driven insights to help supervisors quickly understand what happened in the interaction – further reducing manual effort while empower supervisors with actionable insights to improve performance.  

#QualityEvaluations
#SpeechandTextAnalytics
#Other/Not Sure

------------------------------
Lindsey Ray Bonanni
Director, Product Marketing
------------------------------

They will be included through the endpoint you shared:

https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#get-api-v2-speechandtextanalytics-conversations--conversationId--summaries

Do you have AI Insights enabled for Programs? Are you seeing them in the UI?

Hi Lindsey,

Seems great! But a doubt comes to my mind.

With /api/v2/speechandtextanalytics/conversations/{conversationId}/summaries we can get the conversation summary, but not the Insights. Is there any API request that returns the AI Insights themselves?

Thanks for sharing!

------------------------------
Mario Martín

Original Message:
Sent: 06-23-2025 12:34
From: Lindsey Ray Bonanni
Subject: AI Insights Just Got Better!

To further the information supervisors get from Supervisor Copilot, you now get more insights with AI Insights: reason for contact, interaction resolution, and agent action items. AI Insights provides instant, data-driven insights to help supervisors quickly understand what happened in the interaction – further reducing manual effort while empower supervisors with actionable insights to improve performance.  

#QualityEvaluations
#SpeechandTextAnalytics
#Other/Not Sure

------------------------------
Lindsey Ray Bonanni
Director, Product Marketing
------------------------------

Hello Lindsay, is this feature supposed to work for conversations in French? Despite AI Insights activation in the program, I don't get any supervisor-summaries generated in the UI.

To further the information supervisors get from Supervisor Copilot, you now get more insights with AI Insights: reason for contact, interaction resolution, and agent action items. AI Insights provides instant, data-driven insights to help supervisors quickly understand what happened in the interaction – further reducing manual effort while empower supervisors with actionable insights to improve performance.