Using real-time summarization in Agent Workspace
If real-time summarization is enabled in Agent Workspace for your account, a summary can be generated when you end an interaction. 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 you or your contact end an interaction, Agent Workspace uses the content of the call transcript, chat transcript, or email (coming soon) to generate a summary. While the summary is being generated, Agent Workspace lets you know that it's in progress.
When the summary has been generated, you can insert the summary into the notes section of the Log call, Log chat or Log email (coming soon) area. To do so, click Insert summary.
Any text you have entered already is preserved and the summary is appended. You can add, update, or delete any of the content as required.
For general assistance, please contact Customer Support.
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