On Demand Real-Time Summary

This feature is available only if your organization has the Enlighten Copilot for Supervisor (ECS) license.

The on demand real-time summary lets you view an AI-generated summary of an active agent-contact interaction directly within the **Agents** and **Contacts** tabs. You can quickly understand the context of a live interaction without navigating to the Copilot panel.

The summary focuses on the most important developments in the conversation, including:

• The contact's main issue or request.

• Key concerns or complaints expressed by the contact.

• Important actions or responses from the agent.

• Current progress of the interaction.

The summary is generated in the language set in your browser locale.

When you request a summary, the system fetches the live transcript of the active interaction and uses AI to generate a concise summary. The summary covers the full interaction from the start of the call up to the current point.

Keep the following in mind:

• The summary is not automatically generated. You must request it by selecting Summarize from the Options menu.

• The summary does not auto-refresh. To get an updated summary that includes the latest portion of the conversation, click Regenerate.

• You can hide the summary after viewing it.

• Sensitive information such as card numbers, account numbers, phone numbers, email addresses, and dates of birth is automatically masked in the summary.

Generate a Summary from the Agents Tab

To generate a summary

1. Click the Agents tab.

2. Locate the agent whose active interaction you want to summarize.

3. Click Options for the active interaction and select Summarize.

   The system opens the Assigned Contacts panel and generates an AI summary for the selected interaction.

4. Review the summary in the summary card.

   You can also generate summaries for other assigned contacts of the same agent from the Assigned Contacts panel.

Generate a Summary from the Contacts Tab

To generate a summary

1. Click the Contacts tab.

2. Locate the active interaction you want to summarize.

3. Click Options for the interaction and select Summarize.

4. The system opens the Contact Details panel and generates an AI summary for the selected interaction. A loader is displayed while the summary is being generated.

5. Review the summary in the summary card.

Regenerate a Summary

The summary is a snapshot of the interaction at the time you requested it. It does not continuously update as the conversation continues.

To get an updated summary

1. Click Regenerate Summary in the summary card.

2. The updated summary reflects the latest portion of the conversation.

Hide a Summary

If you no longer need the summary displayed, you can hide it from the summary card.

Configure Summary Length

You can configure the length of the on demand summary in Settings. The summary length determines the maximum number of words included in the generated summary.