Real-time summarization in Agent Workspace
If real-time summarization is enabled in Agent Workspace for your account, a summary can be generated when an interaction ends. Summaries can be generated for both inbound and outbound interactions. (In the case of a call, it must be recorded and transcribed for it to be summarized.)
When an interaction has ended, Agent Workspace uses the content of the call transcript, chat transcript, or email (coming soon) to generate a summary. The agent is given the option to insert the summary into the notes section of the Log call, Log chat, or Log email (coming soon) area.
For information about using the real-time summary, see Using real-time summarization in Agent Workspace.
For general assistance, please contact Customer Support.
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