Agents may receive the message Summary Not Generated. Please enter summary manually from time to time. The most common reasons for this error are the following.

• The interaction is too short.
• The interaction is transferred from an agent who does not have an Agent Copilot license.
• The number of summaries being generated per minute exceeds the current limit for the organization.
• The voice conversation is very long or the digital interaction contains an extraordinarily high number of characters.

In these cases, an agent can still enter the summary manually.

No. If Agent Copilot is enabled for an interaction and already generates a summary, Virtual Supervisor’s AI Summary & Insights uses that same summary without generating additional cost. You are not billed twice for the same interaction.

Genesys Cloud will not double-bill for summaries when an interaction has already been summarized by Agent Copilot, even if the AI Insights toggle is also enabled and a conversation summary is generated.

For more information, see About Virtual Supervisor and Copilot.

Yes, agent and evaluation centered evaluation daily limits (50 per day), apply to both regular and AI driven evaluations. The limit can be increased on an individual customer basis to either 100 or 200 per day, by creating a customer care ticket with this request.

Yes, if you intend to use AI scoring to evaluate calls. AI Scoring requires interactions to be transcribed.

To use Virtual Supervisor AI Scoring, your organization must have Speech and Text Analytics, Quality Management, and AI Experience Tokens enabled.

The following license scenarios are supported:

• CX4
• CX3
• CX2 + WEM Add On
• CX1 + WEM Add On

AI Summary, Insights, and Outline can be turned on at the Program level. Only interactions tied to queues, or flows mapped to the specific program will be processed.

For more information, see the View a program section in the Work with a program page.

No. Assigning Virtual Supervisor permissions does not trigger charges. Charges are consumption-based. For example, you are charged when summaries or insights are generated, when an interaction is translated, and when an interaction is evaluated with a form that has questions enabled with AI Scoring.

No. If summaries, or insights are generated by Agent Copilot, viewing them via Virtual Supervisor does not incur an additional charge.

• AI Summary and Insights – Billing occurs only when summaries or insights are generated, not when they are viewed or retrieved via API. Charges are based on Genesys AI Tokens, where 1 token = 50 summaries and insights.
• AI Translate – Billing occurs when an interaction transcript is translated from one language to another. Charges are based on Genesys AI tokens where 1 token = 2 interaction translated.
• AI Scoring – Billing occurs when an interaction is scored with an evaluation form that has questions enabled with AI Scoring. Charges are based on Genesys AI tokens where 1 token = 20 evaluation analyzed with AI Scoring.

Virtual Supervisor includes:

• AI Scoring
• AI Summary, Insights, and Outline
• AI Translate

For more information, see: AI scoring best practices.