Genesys Cloud - Main

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

Thanks Jason, hoping we can get a workaround to this as well as we have had a couple reported in our contact centre now and they are way off topic.

I am also wondering if this would be a similar pain point for Knowledge surfacing or any of the other CoPilot features (if it is set to listen to the customer leg of the conversation). I can imagine this would be quite distracting for the agent.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-16-2025 15:26
From: Jason Kleitz
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 09-16-2025 00:25
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

Information can be found in the Resource Center at https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Call recording suppression during IVR, hold, and queue wait 

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors' quality management review efficiency, as the interaction's recording playback typically begins at when the agent picks up the ACD call.

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

Original Message:
Sent: 09-16-2025 17:40
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Thanks Jason, hoping we can get a workaround to this as well as we have had a couple reported in our contact centre now and they are way off topic.

I am also wondering if this would be a similar pain point for Knowledge surfacing or any of the other CoPilot features (if it is set to listen to the customer leg of the conversation). I can imagine this would be quite distracting for the agent.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-16-2025 15:26
From: Jason Kleitz
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 09-16-2025 00:25
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

Thanks George,

This sounds like a good solution. The only complexity is that our Financial crimes team need access to the customer hold audio to pick up useful info for their investigations in these segments. I was wondering if there was another work around to keep it in the audio file but avoid auto sum using that part to formulate the AI generated auto sum output?

Cheers

Information can be found in the Resource Center at https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Call recording suppression during IVR, hold, and queue wait 

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors' quality management review efficiency, as the interaction's recording playback typically begins at when the agent picks up the ACD call.

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

Original Message:
Sent: 09-16-2025 17:40
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Thanks Jason, hoping we can get a workaround to this as well as we have had a couple reported in our contact centre now and they are way off topic.

I am also wondering if this would be a similar pain point for Knowledge surfacing or any of the other CoPilot features (if it is set to listen to the customer leg of the conversation). I can imagine this would be quite distracting for the agent.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-16-2025 15:26
From: Jason Kleitz
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 09-16-2025 00:25
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

None that I know of. Auto Summarization is based upon what it "hears" during the call, which is based upon what is being recorded.

Thanks George,

This sounds like a good solution. The only complexity is that our Financial crimes team need access to the customer hold audio to pick up useful info for their investigations in these segments. I was wondering if there was another work around to keep it in the audio file but avoid auto sum using that part to formulate the AI generated auto sum output?

Cheers

Information can be found in the Resource Center at https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Call recording suppression during IVR, hold, and queue wait 

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors' quality management review efficiency, as the interaction's recording playback typically begins at when the agent picks up the ACD call.

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

Original Message:
Sent: 09-16-2025 17:40
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Thanks Jason, hoping we can get a workaround to this as well as we have had a couple reported in our contact centre now and they are way off topic.

I am also wondering if this would be a similar pain point for Knowledge surfacing or any of the other CoPilot features (if it is set to listen to the customer leg of the conversation). I can imagine this would be quite distracting for the agent.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-16-2025 15:26
From: Jason Kleitz
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 09-16-2025 00:25
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

Information can be found in the Resource Center at https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Call recording suppression during IVR, hold, and queue wait 

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors' quality management review efficiency, as the interaction's recording playback typically begins at when the agent picks up the ACD call.

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

Original Message:
Sent: 09-16-2025 17:40
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Thanks Jason, hoping we can get a workaround to this as well as we have had a couple reported in our contact centre now and they are way off topic.

I am also wondering if this would be a similar pain point for Knowledge surfacing or any of the other CoPilot features (if it is set to listen to the customer leg of the conversation). I can imagine this would be quite distracting for the agent.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-16-2025 15:26
From: Jason Kleitz
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 09-16-2025 00:25
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

Hi George,  Our financial crimes area relies on the hold parts as a source of intelligence for investigations. I wonder what other financial institutions do here such as the big banks

Cheers,

Deepa

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-17-2025 03:27
From: George Ganahl
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Information can be found in the Resource Center at https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Call recording suppression during IVR, hold, and queue wait 

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors' quality management review efficiency, as the interaction's recording playback typically begins at when the agent picks up the ACD call.

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

Original Message:
Sent: 09-16-2025 17:40
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Thanks Jason, hoping we can get a workaround to this as well as we have had a couple reported in our contact centre now and they are way off topic.

I am also wondering if this would be a similar pain point for Knowledge surfacing or any of the other CoPilot features (if it is set to listen to the customer leg of the conversation). I can imagine this would be quite distracting for the agent.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-16-2025 15:26
From: Jason Kleitz
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 09-16-2025 00:25
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------

That does complicate things...

Hi George,  Our financial crimes area relies on the hold parts as a source of intelligence for investigations. I wonder what other financial institutions do here such as the big banks

Cheers,

Deepa

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-17-2025 03:27
From: George Ganahl
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Information can be found in the Resource Center at https://help.mypurecloud.com/articles/recording-in-genesys-cloud/

Call recording suppression during IVR, hold, and queue wait 

You can choose not to capture trunk-side recording when the call is at IVR and / or at queue-wait. To suppress recording at IVR, edit the corresponding flow in Architect, and choose Suppress recording for the entire flow in Recording and Speech Recognition settings. To suppress recording when the caller is waiting in queue, disable Continue Voice Recording during Queue Wait in the Voice tab of the Queue configuration. To suppress recording when the call is on hold, disable Holds in the Optional Recording subsection under the Media tab in the External Trunk settings. Enabling recording suppression on these portions of the call can help achieve privacy-related compliance goals, and also reduce your data storage usage under Genesys Cloud fair use policy. It can also improve supervisors' quality management review efficiency, as the interaction's recording playback typically begins at when the agent picks up the ACD call.

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

Original Message:
Sent: 09-16-2025 17:40
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Thanks Jason, hoping we can get a workaround to this as well as we have had a couple reported in our contact centre now and they are way off topic.

I am also wondering if this would be a similar pain point for Knowledge surfacing or any of the other CoPilot features (if it is set to listen to the customer leg of the conversation). I can imagine this would be quite distracting for the agent.

Cheers

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions

Original Message:
Sent: 09-16-2025 15:26
From: Jason Kleitz
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

Hello Deepa,
I am not aware of any way to suppress the background noise during holds, other than to suppress recording the entire hold segment. I'm curious if anyone in the Community has another approach to this.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 09-16-2025 00:25
From: Deepa Galaiya
Subject: Issue with CoPilot Auto Summary Capturing Hold Audio

We have encountered an issue where Copilot auto summary includes content from the hold portion of a call.

In one case, the system generated a completely inaccurate summary based on a news report playing in the background while the customer was on hold. As a result, the summary focused entirely on that irrelevant audio, rather than the actual conversation.

Has anyone found a way to configure the auto-summary or transcript to exclude the hold portion of a call?

Or is there a recommended approach to prevent this from affecting summary accuracy?

Cheers,

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Deepa Galaiya
Product Owner, Customer Interactions
------------------------------