FAQs: Agent Copilot

Agents may receive the message Summary Not Generated. Please enter summary manually from time to time. The most common reasons for this error are the following.

• The interaction is too short.
• The interaction is transferred from an agent who does not have an Agent Copilot license.
• The number of summaries being generated per minute exceeds the current limit for the organization.
• The voice conversation is very long or the digital interaction contains an extraordinarily high number of characters.

In these cases, an agent can still enter the summary manually.

If you have the Genesys Cloud CX 3, Genesys Cloud CX 4, or a Genesys Cloud CX 1 or Genesys Cloud CX 2 with Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud Analytics Add-on license, you can see see summaries and insights in the Interaction Details view. To view this information, enable AI Insights in speech and text analytics Program settings for a set of Agent Copilot queues and flows. For more information, see Work with a program.

After you enable the AI Insights setting, Genesys Cloud stores the agent summaries that Agent Copilot generates longer than 10 days and retains them for as long as the interaction recording is stored.

You can also access the summaries via these Speech and Text Analytics APIs.

If you have the Genesys Cloud CX 3, Genesys Cloud CX 4, or a Genesys Cloud CX 1 or Genesys Cloud CX 2 with Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud Analytics Add-on license, you can see see summaries and insights in the Interaction Details view. To view this information, enable AI Insights in speech and text analytics Program settings for a set of Agent Copilot queues and flows. For more information, see Work with a program.

No. If Agent Copilot is enabled for an interaction and already generates a summary, Virtual Supervisor’s AI Summary & Insights uses that same summary without generating additional cost. You are not billed twice for the same interaction.

Genesys Cloud supports an API that disables segment-based filtering for Genesys Cloud Knowledge Base content when accessed via Agent Copilot. This API provides automatic suggestions, manual search, autocomplete, and answer highlighting. AI-generated responses surface knowledge regardless of segmentation filters. For more information, see The Genesys Cloud Developer Center.

Genesys Cloud will not double-bill for summaries when an interaction has already been summarized by Agent Copilot, even if the AI Insights toggle is also enabled and a conversation summary is generated.

For more information, see About Virtual Supervisor and Copilot.

Yes, agent and evaluation centered evaluation daily limits (50 per day), apply to both regular and AI driven evaluations. The limit can be increased on an individual customer basis to either 100 or 200 per day, by creating a customer care ticket with this request.

Yes, if you intend to use AI scoring to evaluate calls. AI Scoring requires interactions to be transcribed.

To use Virtual Supervisor AI Scoring, your organization must have Speech and Text Analytics, Quality Management, and AI Experience Tokens enabled.

AI Insights can be turned on at the Program level. Only interactions tied to queues, or flows mapped to the specific program will be processed.

No. Assigning Virtual Supervisor permissions does not trigger charges. Charges are consumption-based. For example, you are charged when summaries or insights are generated, when an interaction is translated, and when an interaction is evaluated with a form that has questions enabled with AI Scoring.

No. If summaries, or insights are generated by Agent Copilot, viewing them via Virtual Supervisor does not incur an additional charge.

• AI Summary and Insights – Billing occurs only when summaries or insights are generated, not when they are viewed or retrieved via API. Charges are based on Genesys AI Tokens, where 1 token = 50 summaries and insights.
• AI Translate – Billing occurs when an interaction transcript is translated from one language to another. Charges are based on Genesys AI tokens where 1 token = 2 interaction translated.
• AI Scoring – Billing occurs when an interaction is scored with an evaluation form that has questions enabled with AI Scoring. Charges are based on Genesys AI tokens where 1 token = 20 evaluation analyzed with AI Scoring.

Virtual Supervisor includes:

• AI Scoring
• AI Summary and insights
• AI Translate

For more information, see: AI scoring best practices.

To increase the accuracy and surfacing of wrap-up codes with Genesys Agent Copilot, Genesys recommends the following:

• Include the call reason and resolution. Be sure that each wrap up code clearly reflects both:
  • Reason: Why the customer made contact. 
  • Resolution: What was the solution. 
• Keep descriptions clear and concise.
  • Use 7 to 10 words per description.
  • Avoid being overly detailed or too vague.
• Use consistent construction. Adhere to a similar format for all codes.
• Review and update wrap-up codes periodically:
  • Remove unused or outdated wrap-up codes.
  • Add new wrap-up codes based on evolving customer issues and solutions.

Examples

Good reason and resolution:

• Issue with billing, credit card updated.
• Login issue, password reset.

Too short:

• Billing

Too long and overly specific:

• Customer had an issue with billing that we resolved by updating their credit card details on file.

For more information about wrap-up codes, see Wrap-up code administration.

To improve accuracy and frequency for answer highlighting, follow these suggestions:

• Author smaller articles in your knowledge base: Because answer highlights are performed at the beginning part of articles, there is a higher chance of answer highlighting when articles are smaller. While the article length varies based on language, to get the best of both accuracy and latency, Genesys recommends that you limit the number of words per article restricted around 750 words. 
• Use full sentences instead of bullet points.
• Use correct grammar and punctuation.