This page is for administrators. It provides information about setting up Automated Summary (AutoSummary) in NiCE CXone. If you are an agent, learn about using automatic summaries in Agent Workspace (Agent), Agent Workspace (Embedded) (Agent Embedded), Agent Workspace for Microsoft Teams (Agent for Microsoft Teams), or Agent Workspace (Browser Extension) (Agent Integrated). If you are part of your organizational leadership or an administrator, you can learn more about Automated Summary (AutoSummary) and its supported options. If you are an administrator, you can learn more about the general process of setting up agent assist integrations with NiCE CXone.
Automated Summary (AutoSummary) automatically generates a summary for agents at the end of inbound and outbound voice and digital
Any channel, contact, or skill associated with Digital Experience (DX). messaging interactions. The generated summary appears in the Notes field in Agent Workspace (Agent) applications at the end of the interaction. For agents using MAX, summary details appear as a pop-up window that agents can copy details from and add to the disposition notes. It can be passed to a supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. application, which makes the summary available for future agents who interact with the contact. The summary data can also be used in Interaction Analytics (CXone).
You must work with your account representative for the initial setup process. Automated Summary (AutoSummary) must be enabled for your organization. Automated Summary (AutoSummary) requires access to Agent Assist Hub, so it must also be enabled, if it has not already been enabled.
After the initial setup is finished, you can complete the setup process. The process requires that you:
- Create at least one Automated Summary (AutoSummary) profile.
- Create or modify Studio scripts. This connects Automated Summary (AutoSummary) to the interactions that you want summarized.
- Create or modify ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. to be used with Automated Summary (AutoSummary). They must have the Disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. option for post-contact work enabled.
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Create one or more transcription profiles to use Continuous Stream Transcription.
To use Automated Summary (AutoSummary) with MAX instead of an agent application, you must also have a Copilot for Agents license enabled and set up Copilot for Agents.
Automated Summary (AutoSummary) Profiles
Automated Summary (AutoSummary) profiles allow you to define the settings for Automated Summary (AutoSummary). You can specify the kind of AI model Automated Summary (AutoSummary) uses and the type of summary you want agents to receive. Models are based on your organization's vertical market, such as healthcare, finance, or retail.
You can create one or more profiles. You may need multiple profiles if you want to use different summary types for different agents, teams, or ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge..
Summary Types
You can choose the type of summary that Automated Summary (AutoSummary) produces
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Structured AI: This type of summary defines the intent, outcomes, and events from the interaction in short phrases. For example:
Customer contacted about Making A Payment.
The customer's sentiment was Positive and the issue was Resolved.
Outcomes that occurred during the contact: Payment Completed
Actions: Payment was Made, Balance Payment was Processed, Client Made Payment
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Generative AI: This type of summary comes directly from the Generative AI LLM engine. It consists of excerpts of the interaction transcript that summarize the intent, outcomes, and events from the interaction. The following is an example of a Generative AI summary:
The customer attempted to make a bill payment but encountered issues due to an incorrect routing number. The customer attempted to make the payment on time. The agent collected the correct routing number from the customer. The agent offered to investigate the payment. The customer requested assistance with making the payment, exhibiting a positive sentiment throughout the call. The payment was processed and the customer made the payment successfully.
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Hybrid: To create this type of summary, Automated Summary (AutoSummary) sends sentences related to the Structured AI summary to the Generative AI service. The service provides a summary in complete sentences. The following is an example of a hybrid summary:
The customer encountered issues with a bill payment due to an incorrect routing number. The agent confirmed the correct routing number and offered to investigate the payment. The customer requested assistance with making the payment, exhibiting a positive sentiment throughout the call.
Integration with CRMs
You can have the generated interaction summary passed into any of the NiCE CXone-supported CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. applications. If your CRM is already integrated with NiCE CXone, you can configure Automated Summary (AutoSummary) data to be passed to the CRM. If you haven't integrated your CRM with NiCE CXone yet, you must do that first.
To enable Automated Summary (AutoSummary) data to pass to the CRM, you need to add data mapping on the Agent Integrations page in NiCE CXone. Specifically, you must create a data mapping for the Contact entity type that has Disposition Notes selected in the NiCE CXone Data field. This connects the Disposition Notes field in Agent Workspace (Agent) to the field in your CRM where you want the summary to be saved.
Final Summary API
NiCE CXone provides a Final Summary API that returns the Automated Summary (AutoSummary) for a completed interaction. Integrators use this API to bring summary data into external systems, such as CRM platforms, quality assurance (QA) tools, and reporting pipelines, instead of copying it manually from Agent Workspace (Agent).
Retrieve Summaries via API
By default, the Final Summary API returns the AI-generated summary for the interaction. You can also request the version of the summary that an agent reviewed and saved before disposition, if one exists, by including an additional parameter in your request.
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Summary version |
how to retrieve it |
Request Parameter |
|---|---|---|
| AI-generated | Returned by default. | None required. |
| Agent-edited | Returned when you request it and the agent has saved an edited version of the summary before disposition. | Add editedSummary=true to your request. |
The agent-edited version is available only when an agent actually edited and saved the summary before disposition. If the agent didn't make any edits, the API returns the AI-generated summary.
Summary data is available through this API for two days after the interaction ends. If you request a summary after that time, the API returns a generic message stating that no response was detected from either party, rather than the original summary.
For endpoint details, required parameters, authentication requirements, and example requests and responses, see the Final Summary API reference on the NiCE CXone Developer Portal.
Setting up API access requires a registered application and an API-enabled user in your tenant. Work with your NiCE CXone Professional Services to complete this setup — see the Developer Portal's Getting Started guide for prerequisites.
Custom Scripting Guidelines
Integrating an agent assist Software application that provides context-specific help to the agent. application requires custom scripting. Before beginning the integration setup, you should know:
- Which scripts you want to add the agent assist application into. You can modify existing scripts or create new ones. You may need to add the application to more than one script. For example, you need different scripts for inbound and outbound phone interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation..
- Where the Studio action Performs a process within a Studio script, such as collecting customer data or playing music. must be placed in your script flow.
- The configuration requirements specific to the application you're using. The application in Agent Assist Hub needs to be configured. The actions in your Studio scripts must also be configured. Refer to the online help for each action for more information.
- What parameters the script needs to send to the agent assist provider, if any.
- How to complete the script after adding the action. You may need to:
- Add initialization snippets to the script using Snippet actions. You can do this to customize your agent assist application.
- Reconfigure the action connectors to ensure proper contact flow and correct any potential errors.
- Complete any additional scripting and test the script.
If you need assistance with scripting in Studio, see the Technical Reference Guide section in the Studio online help, or visit the NiCE Community 
site for NiCE CXone. For additional assistance with your script, you may want to contact NiCE CXone Expert Services.