Live Agent Summary

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:

1. Log in to the Apex Application.
   

2. Click Live Agent icon  in the Top Panel.
   Live Agent Hub is opened in a new tab.
   

3. All the active Live Agent Transfer requests appear under New Requests section.
   

4. Click on the name of the end user with whom you want to start the conversation.
   

5. Once you click on the name of the end user, the complete chat details are populated in the middle panel.
   

6. Click copilot icon to generate chat insights.
   

   Figure: Generate Insights
   

7. Insights and Actions are generate.
   

For more information, refer LAT Summary.