Configure after contact settings for Virtual Agent
To upgrade an Architect flow to Virtual Agent:
- Architect > virtualAgentFlow > Edit permission
To view the conversation summary in the agent interaction panel on agent transfer:
- Conversation > Summary > View permission
To view the wrap-up codes in the Wrap-up Codes tab:
- Routing > Wrap-up Code > Search permission
- Routing > Wrap-up Code> View permission
To trigger a workflow to retrieve a stored conversation summary:
- Process Automation > Trigger > All permissions
To configure the default Virtual Agent behavior after Genesys Cloud transfers to an agent or disconnects an interaction that involved a Virtual Agent, select After Contact under Settings.
Generate a conversation summary
To enable the Virtual Agent to generate an AI-powered summary of the bot conversation, use the toggle switch under the Conversation Summary tab.
If the toggle is enabled, the Virtual Agent creates the conversation summary on:
- agent escalation: the Virtual Agent displays the conversation summary to the right of the interaction panel of the agent that Genesys routes the interaction to.
- disconnect: the Virtual Agent creates the conversation summary and stores it for retrieval also when the bot deflects the customer away from an agent, so no agent is involved in the interaction. For more information about how to retrieve the generated conversation summary and wrap-up code, see Retrieve the conversation summary and wrap-up code that Virtual Agent generated for a bot interaction.
Assign a wrap-up code
Wrap-up codes are used to categorize and summarize the purpose or outcome of customer interactions. Auto-assigning wrap-up codes increases efficiency and improves accuracy and automation in post-interaction processes.
To enable the Virtual Agent to assign automatically an AI-suggested wrap-up code to the bot interaction, use the toggle switch under the Wrap-up Codes tab.
If the toggle is enabled, Architect displays the wrap-up codes that are available in your organization. Architect shows the name, description, and division of each wrap-up code.
Virtual Agent chooses from the list of enabled wrap-up codes when it predicts which wrap-up code best fits the bot conversation. To add a wrap-up code to the list of enabled wrap-up codes, enable the corresponding toggle switch for the specific wrap-up code in the Status column.
- Your contact center administrators must have predefined wrap-up codes under Admin > Contact Center >
- You cannot select a wrap-up code that does not have a description. Genesys AI uses the descriptions to decide on the wrap-up code to assign.
- The Virtual Agent only assigns a wrap-up code if no wrap-code has been set in the flow with a Set Wrapup Code action.
- Before you enable a wrap-up code, make sure that it is accurately described and aligned with the Virtual Agent’s business objectives.
