My User Experience is as follows
a) CSR gets a call via Genesys
b) Upon picking the call CSR lands on the person account page
c) As as the call is progressing, the CSR opens a case and starts documenting the details
d) I have also enabled the Voice Call Summary in the work summary settings
e) Upon conclusion of the call I want the Einstein Call Summary to be populated in a field on the case, thus saving time for the CSR.
f) CSR review the summary and makes updates as needed and saves the case.
The setup instructions aren't very clear on how to do this. The Default setup has instructions on setting this up in the Voice Call record page, which is not my users want. Thanks for your help.
Thank you for the response and the steps provided. I work with Subhash on this, and we have configured the Voice Call Summary and have also tried different destinations for it. i.e. the Voice call itself or on its related Case.
We want to further explore if a Voice Call Summary Wrap component be placed on a related Case record page instead of the Voice Call Record page and have the same standard behavior. That is:
1) Agent receives a Voice call.
2) System creates a new Case and relates the Voice call to it.
3) Agent opens the Case Record page where we have the Voice call wrap up component added.
4) After their conversation, the Voice Call is hung up and we would want the Wrap up component on the Case page automatically generate the summary of the call along with the feedback i.e.
Did Einstein write a good Summary? In short, the entire standard behavior.Thanks in advance.
Ebin
Would love to understand where they are feeling the documentation is getting them stuck. As noted in our documenation, there are two ways. Using the Einstein Field Recommendations component or Einstein Summary component(uses prompt builder) on the Voice page.
When setting up Work Summaries on Voice Calls in Setup, you can select Response Destination- you can do several things
- Have this logged and completed on Voice Call Record page, which is what we recommend.
- On the Object that you want the Voice Call Summary on, you can go to the Object Manager in the backend, under the Object, in this scenario Voice Call or Case Record and create a custom "Update Action" with the fields you want to populate which would be Resolution, Summary, Issue. You can create these three fields per Object for Summarization first and add them to the Update Record.
- From the Setup page of Work Summaries, you can chose destination, just follow the steps above, then map that object and fields to the Summary/Issue/Resolution summarization
- To see the fields on the Case or Voice Call record pages, based on your destination, recommining Voice Call Record, use the Einstein Field Recommendations component or Einstein Summary component on the Lightning Record Detail page.
- Here is our Documentation
Let me know where you feel they are getting stuck in documentation or with my steps and can discuss with our Content Writers.
