Configure Copilot for Agents for Email Real-Time Summary

You can use NiCE CXone GenAI Prompts to control the prompt that Copilot for Agents uses to create real-time summaries for email interactions. This lets you control the length, language, and instructions of the summary. Once you have completed your prompt configuration, you can publish the prompt to make it available for selection within the Copilot for Agents profile on the Copilot for Agents Config page.

All users can now open the LLM Model dropdown. Users with an Prompt Editor Advanced license can select any model in the list; other users are limited to standard models. The list itself is grouped by standard and premium models, with models verified by NiCE CXone shown first and the rest listed alphabetically.

NiCE Default is available as an LLM Model option. It represents the model NiCE CXone currently recommends for that specific prompt type. If a prompt template only supports one model, NiCE Default is the only option shown and the dropdown is disabled. If a template supports multiple models, NiCE Default appears alongside them as a selectable choice.

If the LLM model currently selected for a profile is scheduled for retirement, NiCE CXone displays a warning next to the LLM Model dropdown stating that the model will retire in a set number of days and prompting you to update to a supported model.

When a model you use is closer to its retirement date, NiCE CXone also displays an LLM Update dialog when you open the affected profile. The dialog states the date the model switches to retention mode, after which the model is no longer accessible, and reminds you to update the LLM and test and publish all affected profiles before that date. Select Don't show this message again to suppress the dialog for that profile, or click OK to close it.

If a model reaches its retirement date and you have not selected a different model, NiCE CXone automatically switches the profile to NiCE Default. Test and publish the profile after this switch to confirm the output still meets your requirements.

Launch GenAI Prompts

1. Click the app selector .

2. Under General, select AI Studio.

3. In the AI Studio left navigation, select GenAI Prompts.

Create Prompt Profile

Required permissions: Launch GenAI Prompts, Prompt Access Edit

You will also need a license for NiCE CXoneCopilot for Agents and the email real-time summary feature enabled.

Each flow comes with one default profile. You can create a custom prompt profile either by using a blank form or by copying an existing prompt and making edits. As you're working in the profile, it automatically saves for you only. Others cannot see the new profile, or edits you're making to an existing profile, until you click Publish Prompt. Profiles are also unavailable to select as the live prompt until they have been published.

1. In the Profiles tree expand Copilot for Agents > Email Real-Time Summary.

2. Create a new profile. You can do this in one of two ways: 

   1. Create a new, blank profile. To do so, click the plus icon next to the Email Real-Time Summary folder. The new profile appears at the bottom of the list.

   2. Duplicate an existing profile.

      1. Click the stacked dots icon next to the existing profile you want to copy and select Duplicate.

      2. Rename the copy by locating it at the bottom of the Copilot Real-Time Summary profiles, clicking the stacked dots icon , and selecting Rename. Enter the new name for the profile and click the check mark to save it.

3. On the Prompt Configuration tab, adjust the values for these fields as needed:

   • Who is the contact center customer?

   • What is the max length of the summary? 

   • What is the language of the summary?

   • What are the instructions for the summary?

   Learn more about fields in this step

   Field	Details
   Who is the customer?	A brief description of the person being helped. For example, Classics, Inc. customer. This setting informs the generative AI prompt, but it doesn't directly influence the generated output. If you want to influence the output summary text, include written details in the Instructions field. For example, When referencing the customer, use the word "Consumer".
   What is the max length for the summary?	The maximum length of the summary between three options:  Short (1 - 25) words Medium (26 - 50) words Long (51 - 75) words Extra Long (76 - 100) words
   What is the language of the summary?	The language the summary appears in. You can choose between these options:  English (United States) English (United Kingdom) English (Australia) English (Canada) Portuguese (Brazil) Portuguese (Portugal) Spanish (Latin America) Spanish (Spain) French (Canada) French (France) German (Germany) Dutch (Netherlands) Japanese (Japan) Italian (Italy) Welsh (Wales) Korean (South Korea) Norwegian (Norway) Finnish (Finland) Chinese Simplified (China) Chinese Traditional (China) This field only impacts the language of the generated content.
   What are the instructions for the summary	The information you want the summary to include and the format you want it in. Important: The What is the language of the summary? field only affects the language of the generated summary. You must enter these instructions in English. For example:  Analyze contact center transcript, highlighting customer's reason for contact, key interaction details, agent's actions, and resolution, ensuring gender-neutral pronouns and redaction of sensitive info like usernames, passwords, social security numbers, credit card numbers, birth dates or security codes. Output "No meaningful dialogue" for interactions lacking relevant AGENT/PATRON dialogue or customer queries. Ensure all needed information is extracted, and confirm accuracy and thoroughness before submission.

GenAI Prompts Field Length Limits

GenAI Prompts fields support two types of text inputs. Each type has a defined maximum length.

field type	Maximum length
Free text fields (for example, labels, persona descriptions)	200 characters
Text area fields (for example, instructions, long prompts)	10,000 characters

The type of field used depends on the prompt configuration.

• Free text fields are used for short inputs such as:

  • Agent label

  • Customer label

  • Persona description

• Text area fields are used for longer inputs such as:

  • Instructions

  • Custom prompts

GenAI Prompts dynamically displays the appropriate field type based on the prompt configuration.

Publish the Prompt

Required permissions: Launch GenAI Prompts, Prompt Access Edit

After you have configured the prompt settings, click Publish Prompt. Publishing the prompt makes it available both for others to see and for selection in Copilot for Agents profiles.

Select the Prompt in Copilot for Agents

Once you have published the prompt profile, you can select it in the Copilot for Agents Config page profile.

1. Click the app selector and select General.
2. Select AI Studio > Profiles.
3. From the list of Copilot profiles on the left, select the Copilot for Agents profile you want to apply the real-time summary prompt profile to. If you don't have one yet, click Add Copilot Profile and follow these instructions to create one.
4. On the Configuration tab, scroll down to the Email Channel section and turn on Real-Time Summary. From the Real-Time Summary Profile drop-down, select the prompt profile you want to use.
5. Click Save.