If you have the STA license, included in the licenses Genesys Cloud CX 3, Genesys Cloud CX 4, or a Genesys Cloud CX 1 or Genesys Cloud CX 2 with Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or license, you can see conversation and agent summaries and insights in the Interaction Details view. To view this information, enable AI Insights in speech and text analytics Program settings for a set of Agent Copilot queues and flows. For more information, see Work with a program.

After you enable the AI Insights setting, Genesys Cloud stores the agent summaries that Agent Copilot generates persistently for as long as the interaction recording is stored. Once the recording is deleted, the summaries are also deleted.

You can also access the summaries via these Speech and Text Analytics APIs.