Genesys Cloud – Agents can create interaction summaries on demand

In a future release, Genesys Cloud will allow agents using Agent Copilot to generate a summary of an active interaction before the interaction ends. Agents can review and edit the summary during the conversation and continue working with the same summary during after call work.

What’s changing

Agents using Agent Copilot can generate a summary of the current interaction by clicking the Summarize button during an active voice or digital interaction.

When an agent generates a summary:

• Agent Copilot creates a summary of the current interaction up to the point when the agent clicks the button
• The summary appears in an editable text box
• The agent can review and edit the summary before the interaction ends
• The summary and any edits persist into after call work
• The summary generation process displays a loading indicator while the summary is being created

Agents can generate the summary from the after call work panel during an active interaction.

After an agent generates a summary for an interaction leg:

• The agent cannot generate another summary for the same interaction leg
• Genesys Cloud does not automatically generate another summary at the end of the interaction
• If the interaction transfers to another agent, Genesys Cloud passes the generated summary to the next agent, but does not pass any edits made by the original agent

Administrators can enable or disable on-demand summarization for specific Agent Copilot configurations.

What you need to do

Administrators can configure on-demand summarization from the Agent Copilot administration settings.

Agents should review internal after call work procedures to determine how to incorporate on-demand summaries into their workflows.

Why this matters

Agents often begin wrapping up conversations before the interaction fully ends. This feature allows agents to start reviewing and editing summaries during the final portion of the interaction instead of waiting until after disconnect.

This feature helps organizations:

• Reduce after call work time
• Give agents more time to review and refine summaries
• Improve workflow efficiency during interaction wrap-up
• Preserve agent-edited summaries after the interaction ends