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Summary Settings

Turn on the Landing Summary toggle, configure how the system generates an Intermittent and End of Conversation summary, and select a summary generation model. Agents can copy the summary into the Notes or Remark field when closing the conversation.

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Configure Intermittent and End of Conversation Summaries

OptionDescription
Generate full conversation summary (bot + all agents)Summary of bot-user and agent-user conversations.
Generate agent’s conversation summary onlySummary of only the agent-user conversation.
Show Submit buttonControls the visibility of the Submit button.
Max no. of summariesSets the maximum number of intermittent summaries an agent can generate.
Steps to configure Intermittent and End of Conversation Summaries:
  1. Sign in to AI for Service > Agent AI.
  2. Go to Configurations > Summary Settings
  3. Select a channel — Chat, Voice, or Email.
  4. Select a language from the Language list.
  5. Turn on the Landing Summary.
  6. Turn on the Intermittent Summary toggle.
    Ensure Generate Intermittent Summary is on in Widget Theming.
    1. Select Generate full conversation summary (All agents) or Generate current agent’s conversation summary only.
    2. Select Show Submit.
    3. Set how many times an agent can generate intermittent summaries in the Max no. of summaries field.
  7. Turn on the End of Conversation Summary toggle.
  8. Select Generate full conversation summary (Bot + all agents) or Generate agent’s conversation summary only.
summary-settings-page

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Summary Generation Mechanism

Select how to generate the conversation summary:
OptionDescription
OOTB Kore SummarizationDefault auto-summarization using the built-in model.
Custom Dialog TaskUse a custom dialog task for summarization. Displays dialog tasks or child apps based on app selection.
The Summary Generation Mechanism applies to Intermittent and End of Conversation Summaries only.
Steps to configure Summary Generation:
  1. Select OOTB Kore Summarization or Custom Dialog Task.
    1. If you select Custom Dialog Task and the Configure End of Conversation Dialog Task is on, a Confirm Action window appears.
    2. Select Yes, Proceed.
    3. Select a dialog task from the Select Dialog list.
  2. Select Save.
    To use the Custom Dialog Task, you must disable the Configure End of Conversation Dialog Task.