Objective
This guide provides step-by-step instructions for agents and administrators to enable Wrap Up (Live/Smart) Summaries for 8x8 Contact Center voice interactions. This feature uses AI to generate real-time call summaries, reducing manual note-taking and improving context during transfers.
Applies To
- 8x8 Agent Workspace.
- 8x8 Contact Center Admin Console.
Procedure
How to Enable for Agents
Agents can enable this feature themselves within their profile settings if they have the necessary permissions.
- Switch your status to Work Offline.
- Navigate to the Main Menu and select My Profile.
- Go to Phone Setup and click Change.
- Tick the checkbox labeled Enable live summaries.
- Click Save and follow the on-screen prompts to revalidate your phone number.
Note: If the "Enable live summaries" option is not visible, set your endpoint to Forward to phone number and add the prefix 671 before your country code and number (e.g., +1 209... becomes +6711209...).
How to Enable for Administrators ("Forward to Phone" Users)
If agents use an external device (mobile or hardphone) via the "Forward to a Phone" setting, administrators must configure the endpoint in the Configuration Manager.
- Log in to the 8x8 Configuration Manager.
- Navigate to Users and select the specific user profile.
- Click on the Phone tab.
- In the Workplace Phone field, add the prefix 671 before the country code and number (e.g., +1 209... becomes +6711209...).
- Click Save.
- The agent must then revalidate their number within their own profile.
Additional Information
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Minimum Call Length: A conversation must be at least 200 characters for the AI to generate a summary.
- Wrap-Up Time: It is recommended to have at least 15 seconds of wrap-up time to allow the AI to complete the generation process.
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Language Support: All languages are automatically detected and supported.