Agent Chat Summary

Updated on 11 Apr 2025
2 Minutes to read

Article summary

Did you find this summary helpful?

Thank you for your feedback

Copilot has the capability to improve the productivity of the Live Agents (customer support agents) by generating a summary - Live Agent Insights and Actions - of the conversation they are handling

The Live Agent Insights and Actions summary includes the following information:

Chat Summary
Service Summary
Recommended Next Steps
Actions
Create ticket

Live Agent Insights and Actions summary automatically condenses and highlights key points of the ongoing chats being handled by Live Agents. This helps the Agents to quickly understand the context and essential information about the chat they are handling without having to manually review the entire conversation.

Note
Live Agent Insights and Actions summary is visible in the Live Agent Hub when Copilot is enabled.

To view Agent Chat Summary, perform the following steps:

Log in to the Apex Application.
Click Live Agent icon in the Top Panel.
Live Agent Hub is opened in a new tab.
All the active Live Agent Transfer requests appear under New Requests section.
Click on the name of the end user with whom you want to start the conversation.
Once you click on the name of the end user, the complete chat details are populated in the middle panel.
Click copilot icon to generate chat insights.
Figure: Live Agent Hub
A popup displays all the details related to the chat.
Figure: Live Agent Insights

Section	Description
Chat Summary	Chat Summary provides a concise overview of the interaction between Copilot and the end user along with the end user’s satisfaction level. It captures key points, issues faced by the user, and relevant information exchanged during the conversation. This summary offers a snapshot of the chat’s essential aspects, enabling quick comprehension of the conversation without the need to review the entire conversation. The end user's satisfaction level is displayed in the Chat Summary, which is represented using emojis and color coding as explained below: Green - Indicates high satisfaction level. Refer the sample screenshot of the chat summary below: Figure: Green color coded sentiment Yellow - Suggests moderate satisfaction level. Refer the sample screenshot shown below:Figure: Yellow color coded sentiment Red - Denotes low satisfaction level. Refer the below sample screenshot:Figure: Red color coded sentiment
Service Summary	The Service Summary section provides a summary of all the tickets raised by the end user the Live Agent is currently talking to. It offers key details such as ticket numbers and a summary of the issues or requests associated with each ticket. This enables Live Agents to quickly assess the user's history, understand their issues, and prioritize responses accordingly.
Recommended Next Steps	Recommended Next Steps section in the Live Agent Insights and Actions pop-up provides actionable recommendations for addressing the tickets raised by end users. Leveraging AI, advanced algorithms and historical data, our system analyzes the nature of each ticket and proposes potential or next steps that Live Agents can take to resolve the issue efficiently.
Actions	Copilot suggests Actions when it detects that the user is experiencing an issue and needs to log an Incident. By analyzing the user's input, the Copilot identifies the problem and recommends steps to create and manage an incident report efficiently. Symptom: This section mentions the issue that the user is facing and wants a solution. Description: Copilot suggests a description of the issue by analyzing the conversation between itself and the end user. As the user describes their problem, Copilot interprets and formulates a clear, concise issue description to ensure accurate and efficient resolution.
Create Incident	Click this button to create an incident for the issue that the end user is facing.

Was this article helpful?

Agent Chat Summary

What's Next